Experienced Customer Experience Lead – Scaling Support Operations for arenaflex's Dojo Tutor

At arenaflex, we're revolutionizing the education landscape by providing every child on Earth with an education they love. Our flagship app, the #1 communication app connecting K-8 teachers, children, and families globally, has reached over 50 million children in 180 countries. Now, we're leveraging this powerful network to give kids the best learning experiences in the world, far beyond those a standard school can provide. We're 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.

About arenaflex

arenaflex is a company where the most talented people want to work. We're building a team of entrepreneurial, innovative, and experienced professionals from around the world, with a passion for education and large-scale consumer internet companies. Our team comprises individuals from Instagram, Netflix, Dropbox, Stripe, Uber, Y Combinator, and more. We believe you'll do the best work of your life here—and you'll pioneer the future of education, too.

Key Responsibilities

As the Customer Experience Lead, 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. Your 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

We're looking for a strong connection to our company mission and excitement for the future of Dojo Tutor. The ideal candidate will have:

• 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.

What We Offer

* Competitive salary range: $101,000 - $128,500 (USD) in the United States.

• Opportunity to work with a talented and innovative team that's changing the education landscape.
• Flexible work arrangements, including remote work options.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) matching program.
• Generous paid time off and holidays.
• Professional development opportunities, including training and mentorship programs.
• A dynamic and supportive work environment that encourages creativity, innovation, and growth.

How to Apply

If you're passionate about education and customer experience, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply Job! Apply for this job