Head of Customer Experience

Mystery Science - San Francisco, California - Full time

We are looking for a Head of Customer Experience who is experienced in leading a team of support specialists to deliver an incredible quality of service. We currently have seven Customer Experience Specialists who do a phenomenal job helping tens of thousands of elementary teachers use Mystery Science. Our business is growing quickly and we’re hiring someone to lead this team.

  • Are you passionate about wow’ing customers with exceptional support?
  • Do you love building a team and culture to support a growing customer base?
  • Do you have a successful track record in building a support team?
  • Are you excited by creating processes to deliver consistent results? Are you analytical and love data?

In this role you’ll help define our vision and standards for customer support, you’ll operationalize it, and you’ll ensure our customers’ feedback is consistently advocated for internally to help drive product decisions. You will report to our Head of Teacher Happiness and work closely with our content, engineering and product teams to make sure their priorities align with what we’re hearing from customers. We are headquartered in San Francisco and this position is based in our office.

What is Mystery Science?

Mystery Science creates open-and-go lessons that inspire kids to love science. We reach children before they've lost their natural curiosity so we can help the next generation develop a scientific understanding of the world. We are reaching millions of children this school year by helping elementary teachers to teach science. Mystery Science is the fastest growing science curriculum in the U.S. and is already used by teachers in more than 20% of elementary schools in the country.

Mystery Science was started by two long-time friends, Doug Peltz and Keith Schacht. Doug was a master classroom teacher, a science department head, and the creator of an original science curriculum that made science the most popular subject at his school. Keith Schacht, our CEO, has started and sold three technology companies, was a product manager at Facebook, and a TED speaker. We’re backed by a great group of investors including Y Combinator, Learn Capital, and Reach Capital.

What we’re looking for in you:

  • You know the ins-and-outs of Zendesk or similar ticket support systems and can help us scale our systems to support our growing customer base with outstanding service.
  • You have experience managing a team of at least five support professionals. You also have experience hiring, interviewing and building out a strong team.
  • You are able to balance competing priorities and set clear goals for the team.
  • You have a strong sense of empathy and passion to ensure that our teachers have the best Mystery Science experience, and you're able to synthesize all the feedback we’re getting from customers into actionable items for our internal teams.
  • You have a vision for a great support experience and a commitment to consistently delivering it.

What is the Mystery Science team like?

On your first day at Mystery Science, you’ll meet a team of people who are passionate about science and teaching, and who each love their respective crafts. Our co-founder, Doug Peltz, began by assembling the best science explainers in the world from the Exploratorium, Klutz, LePort Schools, Stanford, and The Field Museum. Our focus on people extends to every area of the company. We’re building the team that we want to work with (http://mysteryscience.com/team).

We are a product-driven company. The core of what we do is create an incredible product that our customers love. We test every science activity, observe every explanation with children, and talk with teachers constantly. We take our responsibility to envision the future of learning very seriously and we want to bring the best science education to every child in the world. This is an opportunity to join a startup and transform science education for the next generation of children.

What’s the next step?

If you are inspired by our mission and passionate about helping teachers succeed and transforming science education for kids, we’d like to hear from you!

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Experience Level

Senior Level

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