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Location: Fully remote; able to work during US business hours

Classification: Full-time, exempt employee

Salary: $100,000 – $130,000 annual salary

How you’ll make an impact (position summary):

As the Director of Customer Experience, you’ll be at the forefront of our mission to empower children through exceptional learning experiences by managing our customer facing staff across Miaplaza. You will be pivotal in shaping strategic customer service initiatives, optimizing support operations, and developing cross-functional teams to meet customer needs across business lines and product areas. By leveraging data and analytics, you’ll develop a robust support infrastructure that drives customer satisfaction, improves retention, and enables every customer to get the most out of our product. Your leadership will be crucial in building a world-class customer experience team that understands our educational mission and helps every family make the most of their Miaplaza journey.

What you’ll do (responsibilities):

Strategy Development and Implementation

  • Build a vision for the customer experience department at Miaplaza that allows us to handle diverse support needs, establishing clear communication and reporting lines between expert teams.
  • Develop and ensure efficient operations and high quality interactions between staff and customers, aligning with the company’s mission and goals.
  • Utilize data and analytics to identify trends, make informed decisions, and drive strategic initiatives that drive customer satisfaction and improve retention.
  • Optimize resource allocation to manage seasonal fluctuations in customer service demand, ensuring rapid response times during peak periods while maximizing staff utilization during slower seasons.

Customer Support and Satisfaction

  • Generate communication strategies that engage our customer base by:
  • Facilitating consistent and timely communication with our customers across a wide range of scenarios and customer facing channels
  • Fostering a sense of community through online forums and social media
  • Improving feedback mechanisms
  • Partner with management to handle escalated customer interactions, ensuring communications remain in alignment with the company’s mission and values. 
  • Develop processes for identifying trending customer questions and issues and proactively addressing them. 
  • Maintain exceptional standards of quality in customer interactions that address customers’ underlying needs and misconceptions.

Hiring, Training, and Development

  • Mentor and develop the customer service management team, promoting a culture of excellence, customer compassion, efficiency, and continuous improvement.
  • Direct the hiring strategy for the customer service department, working with customer service managers to set clear hiring goals and develop effective hiring processes that recruit exceptional customer service agents. 
  • Ensure robust onboarding, professional development, and growth opportunities are in place at all levels of the department. 
  • Implement department-wide professional development strategies to strengthen the skills, knowledge, and efficiency of the customer services team.

Cross-functional Management and Collaboration

  • Spearhead the integration of customer service across diverse business lines, collaborating with product experts to ensure comprehensive, high-quality support throughout the organization.
  • Collaborate with Pedagogy, Product Development, and other department leaders to develop and align unified goals and strategies that drive sales and influence product decisions.
  • Partner with Marketing to train customer service staff in ethical product promotion, emphasizing honest recommendations based on customer fit.

You may be a good fit if you have (requirements):

  • A bachelor’s degree or equivalent experience
  • 5+ years in a management role with a proven track record in building and managing high-performance teams
  • Experience in cross-functional management, driving culture and organizational change
  • Prior experience in a customer-facing role, with expertise in customer service principles and best practices
  • Passionate about creating exceptional learning experiences for students and seamless product experiences for their families.
  • Strong interpersonal and communication skills
  • Growth mindset and motivated by constructive feedback
  • Proven ability to work independently, manage schedules, and meet deadlines
  • Highly motivated, proactive, and seeks opportunities for continuous improvement
  • High standards of integrity and transparency
  • Access to a computer/laptop (with camera) and reliable high-speed internet connection

What makes you stand out (nice-to-haves):

  • Experience in Edtech, tech, and/or a Software as a Service companies
  • Demonstrated success in building strong operations and scaling teams
  • Sales and/or marketing experience
  • Prior experience in the field of education, with strong knowledge of the US education system.

What you’ll love about working at Miaplaza:

  • You’ll be part of a mission-driven team dedicated to innovative education solutions for children who learn in diverse ways.
  • Our 100% remote team can work from any productive location within the U.S. 
  • We promote flexibility and work with employees to create a schedule that works around their lives!
  • Full-time employees are eligible for health, dental, and vision insurance, inclusive of specialty care options like fertility benefits, mental health services, and chiropractic care, FSA, HSA, and life insurance. 
  • All employees are eligible for a 401(k) retirement plan with employer match, Paid Time Off (PTO), floating holidays, parental leave, and other perks and benefits.
  • We invite your family and friends to join our journey! All employees receive free site memberships and discounted MOHS tuition for the children in their household, plus two additional memberships for other children in their lives.
  • You’ll collaborate with colleagues on challenging and rewarding projects, and connect through community and culture events.

Ready to apply? 

Please start by submitting your application and resume. The hiring process varies by position but generally includes assessments, a phone call interview, an assignment, and a final video interview. Reflecting our commitment to our students, we prioritize accessibility and inclusivity within our hiring practices and team. Please contact HR if you need accommodation at any point during hiring or employment. Miaplaza is an E-Verify participating employer. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable laws and regulations. You can see a visual of the hiring process below!

Apply Now!