Head of Customer Experience (Retention & Service Quality)

- Own retention and customer health metrics
- Own Month-1, Month-3, and renewal retention targets
- Monitor and improve NPS and parent satisfaction
- Build and manage customer health dashboards
- Identify early churn signals and deploy proactive interventions
- Architect the end-to-end customer journey
- Redesign onboarding, first-month experience, and renewal journey
- Ensure clear expectation setting between sales → CS → mentor teams
- Standardize parent communication cadence and progress updates
- Reduce friction points across the lifecycle
- Build a scalable service quality system
- Define service SOPs, escalation protocols, and communication frameworks
- Implement quality assurance mechanisms for mentor-parent interactions
- Lead resolution of complex or sensitive parent cases
- Drive consistency in experience across thousands of families
- Lead and develop the Customer Experience team
- Manage and coach CS team leads and frontline staff
- Build performance culture anchored on accountability and empathy
- Design training programs to elevate emotional intelligence and problem-solving capability
- Plan team capacity in line with revenue growth
- Act as Voice of Customer across the organization
- Translate customer insights into actionable improvements for Product, Academic, and Sales teams
- Partner closely with Growth and Academic leaders to improve conversion-to-retention quality
- Influence service promise boundaries to protect long-term trust
- Protect TeenCare’s brand trust and reputation
- Own high-risk escalations and crisis communication
- Ensure consistent service standards in a high-emotion parenting category
- Build systems that turn satisfied parents into advocates and referrals
- Success metrics for the role
- Improvement in Month-3 retention rate
- Renewal revenue growth
- Reduction in complaint and escalation rates
- Improvement in parent NPS
- Stabilization of sales morale linked to service delivery confidence
Yêu cầu công việc
- 2+ years experience in Customer Success / Service Operations / Experience leadership
- Proven track record owning retention or recurring revenue performance
- Experience in high-touch service industries such as:
- education / edtech
- premium consumer services
- insurance / financial advisory
- healthcare / therapy services
- Strong ability to handle emotionally sensitive customer situations
- Data-driven mindset with operational rigor
- Natural authority and decision-making confidence
- Comfortable working in fast-scaling startup environments
Quyền lợi được hưởng
- Direct ownership of a mission-critical growth function
- Opportunity to design experience systems at national scale
- Work at the intersection of education, technology, and family wellbeing
- High autonomy and leadership visibility
- Performance-based growth trajectory