Head of Customer Experience

We work at the intersection of education, family support, and technology—turning real-world behavioral signals into clear, actionable guidance for parents. We combine human insight and AI to support better family decisions in moments that actually matter.
We are a fast-growing, venture-backed company trusted by parents across the region. Our products are used by families weekly, and we are actively building toward a globally scalable platform. We are looking for high-ownership professionals who want to tackle hard problems and hold themselves to an exceptionally high bar.
Mission of the Role Because we are building a high-trust, high-impact service for families, Customer Experience is not a support function—it is a core growth engine. This role owns customer retention, service quality, and client satisfaction at scale. You will design and operate the full experience system that ensures families stay, grow, and advocate for our platform.

Key Responsibilities

1. 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.

2. Architect the End-to-End Customer Journey

• Redesign onboarding, the first-month experience, and the renewal journey.
• Ensure clear expectation setting across the cross-functional pipeline (Sales → CS → Service Delivery/Mentors).
• Standardize parent communication cadences and progress updates while reducing friction points across the lifecycle.

3. Build a Scalable Service Quality System

• Define service SOPs, escalation protocols, and communication frameworks.
• Implement quality assurance mechanisms for provider-parent interactions.
• Lead the resolution of complex or sensitive parent cases to drive consistency across thousands of families.

4. Lead and Develop the Customer Experience Team

• Manage and coach CS team leads and frontline staff.
• Build a performance culture anchored in accountability and empathy.
• Design training programs to elevate emotional intelligence and problem-solving capabilities while planning team capacity in line with revenue growth.

5. Act as Voice of the Customer Across the Organization

• Translate customer insights into actionable improvements for Product, Delivery, and Sales teams.
• Partner closely with Growth and Operations leaders to improve conversion-to-retention quality.
• Influence service promise boundaries to protect long-term trust.

6. Protect Brand Trust and Reputation

• Own high-risk escalations and crisis communication.
• Ensure consistent service standards in a high-emotion parenting and family care category.
• Build systems that turn satisfied parents into advocates and organic referrals.

Success Metrics

• Improvement in Month-3 retention rate
• Renewal revenue growth
• Reduction in complaint and escalation rates
• Improvement in parent NPS
• Stabilization of cross-departmental morale linked to service delivery confidence

Ideal Candidate Profile

• Experience: 3 - 5 years of leadership experience in Customer Success, Service Operations, or Experience Management.
• Track Record: Proven ability owning retention or recurring revenue performance.
• Industry Background: Experience in high-touch service industries such as EdTech/Education, premium consumer services, insurance/financial advisory, or healthcare/wellness services.
• Soft Skills: Strong ability to handle emotionally sensitive customer situations with natural authority and decision-making confidence.
• Mindset: Data-driven approach with operational rigor, comfortable working in fast-scaling startup environments.

Why Join Us

• Direct ownership of a mission-critical growth function.
• Opportunity to design experience systems at a national and global scale.
• Work at the leading edge of education, technology, and family wellbeing.
• High autonomy and executive-level leadership visibility.
• Performance-based growth trajectory.