Head of Customer Experience

Head of Customer Experience

Remote | Full-Time | U.S. Time Zone

Compensation: $2,000–$4,000/month + performance bonus

HelloLesson is an Inc. 5000 education company with 8 brands, 15 years in business, and 150,000+ students served.

We are hiring a Head of Customer Experience to lead and improve the customer service operation across our brands.

This is a high-ownership role for someone who can manage people, fix systems, improve Zendesk, reduce cancellations and refunds, and create a better experience for students, parents, instructors, and partners.

You will have real authority to improve processes, coach the team, set standards, and build a more accountable customer experience department.

What You’ll Own

• Lead customer service operations across multiple education brands
• Manage and improve a remote team of up to 50+ people
• Improve Zendesk views, workflows, macros, escalations, and reporting
• Reduce cancellations, refunds, unresolved tickets, and repeated complaints
• Improve response time, resolution time, and first-contact resolution
• Coach team members through call, email, chat, and ticket reviews
• Create clear KPIs, QA standards, scripts, and accountability systems

Who We’re Looking For

• Proven experience leading customer service, support, or customer experience teams
• Strong operator/builder who can build systems, not just lead big staff numbers
• Comfortable using data, KPIs, and reporting to improve performance
• Ability to coach, hold people accountable, and raise standards

What Success Looks Like

• Faster customer responses
• Fewer cancellations and refund requests
• Cleaner Zendesk systems
• Higher customer satisfaction

Why This Role Is Different

This is not a basic support manager job.

You will help lead the customer experience function for a proven, growing education company with national brands, a large customer base, and real authority to make changes.

• The right person will have the opportunity to make a direct impact on customer satisfaction, retention, team performance, and company growth.

Location: Work from Home (US hours)

Compensation: Up to $4000+ Monthly. Salary + performance bonus (unlimited)