Customer Experience Director

To nurture a community of over 9,000 families, the full-time Customer Experience Director will manage relationships, lead a customer support team, and engage creatively with families while working remotely. Key Responsibilities Communicate with families via phone, email, and chat to resolve inquiries and foster brand loyalty Recruit, train, mentor, and manage a customer support team member to delegate operational tasks Nurture community engagement through proactive initiatives like tailored newsletters and family outreach Required Qualifications 5+ years of experience in customer success, customer support, account management, or marketing Exceptional empathy and communication skills with a proven track record of building community relationships Highly proactive in transforming customer insights into operational improvements Results-driven and accountable to deadlines and commitments Experience in the NYC parenting or education market is highly preferred