Customer Experience Lead

ClassDojo's goal is to give every child on Earth an education they love. We started by building a powerful network for communication. ClassDojo’s flagship app is the #1 communication app connecting K-8 teachers, children, and families globally. Teachers use it to share what’s happening throughout the day through photos, videos, and messages that make parents feel like they’re there. It’s actively used in over 95% of US schools, reaching over 50 million children in 180 countries, with a team of just around 200 people [1]. We are now beginning to use this network to give kids the best learning experiences in the world, far beyond those a standard school can provide. We hire for talent density. Our team comprises the most talented, entrepreneurial, and innovative teammates from around the world, with experience in education and large scale consumer internet companies, including Instagram, Netflix, Dropbox, Stripe, Uber, Y Combinator, and more. We’re building a company where the most talented people want to work. We believe you’ll do the best work of your life here—and you’ll pioneer the future of education, too. What you’ll do: We are seeking a passionate and experienced manager to lead the customer support function for Dojo Tutor, a rapidly growing service that provides top-notch, 1:1 tutoring for kids. As Dojo Tutor continues to gain traction and impact students' lives around the globe, we need a dynamic leader to ensure that our parents and families receive consistent, exceptional support and get the most from their tutoring experience. You’ll be instrumental in successfully scaling Dojo Tutor, working hand-in-hand with our product and operations teams to rapidly grow our capacity and efficiency. Key Responsibilities will include:

• Lead and manage a diverse team of customer service agents, including both in-house staff and agents from Business Process Outsourcing (BPO) partners, to deliver outstanding support to parents and families using Dojo Tutor.
• Establish and maintain KPIs to measure team performance and customer satisfaction, and implement initiatives to drive continuous improvement and exceed service level targets.
• Oversee day-to-day operations of all family-facing customer service, including ticket management, response times, and quality assurance, to ensure that user inquiries and issues are addressed promptly and effectively.
• Manage all support systems and customize our tools to maximize productivity.
• Develop and implement strategies to improve the efficiency and scalability of customer support processes, leveraging automation and technology to streamline workflows and enhance the user experience.
• Collaborate closely with cross-functional teams, including product, operations, and finance, to align customer service strategies with business goals and ensure the long-term profitability of the product.
• Provide coaching, training, and mentorship to team members to foster their professional growth and development, and promote a culture of excellence and accountability within the customer service team.
• Stay informed about trends and best practices in customer service and education technology, and proactively identify opportunities to innovate and differentiate our support offerings.

What we’re looking for:

• A strong connection to our company mission and excitement for the future of Dojo Tutor.
• 5+ years of experience in customer support with at least 3 in a leadership role.
• Experience working in a fast-paced customer service environment, preferably in a tech startup or education technology company.
• Proven track record of successfully managing and scaling customer service operations, including working with remote teams and BPO partners, designing effective staffing strategies, and driving improvements in efficiency and customer satisfaction.
• Strong analytical skills and proficiency in data-driven decision-making, with the ability to analyze customer feedback and performance metrics to inform strategic initiatives.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and influence stakeholders at all levels of the organization.
• Experience administering Zendesk, and familiarity with a suite of support tools and technology that improve team operations and performance.
• Flexibility to adapt to changing priorities and willingness to roll up sleeves and tackle challenges head-on in a dynamic and rapidly evolving environment.

[1] Some more context: (If you are on LinkedIn, you will not be able to access the hyperlinks below. Once you click apply, you will be directed to our career website (if you are not on there already) and will be able to access the hyperlinks) - ClassDojo's $125m Series D (Forbes) and Sam’s note about it. - ClassDojo is one of Y Combinator’s Top 100 companies - ClassDojo's Second Act Comes with First Profits (TechCrunch) and Sam's note about it. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. In accordance with the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are happy to accommodate any disabilities or special needs. We are a distributed company, so we hire regardless of location, as long as you are willing to have significant hours overlap with one of the Americas time zones. ClassDojo takes a number of factors into consideration when determining compensation, including geographic location, experience, and skillset. Salary ranges (United States): All states in the US: $101,000 - $128,500 (USD) #LI-Remote Apply tot his job Apply To this Job