Customer & Marketplace Operations Leader

The role

Lead customer and marketplace operations across parents, childcare providers and employers. Own support across phone, chat, email and AI, and build solutions that help families find care, providers grow and customers stay.

What you will do

• Own support across phone, chat, email and AI.
• Personally handle difficult calls and sophisticated customer situations.
• Set standards for response time, resolution, accuracy, tone and follow-through.
• Learn how parents, providers and employers use Wonderschool and fix recurring problems with better tools, workflows, policies and training.
• Work with product and engineering to address root causes and verify solutions.
• Remove friction between searching for care and enrolling in it.
• Find retention, adoption and revenue opportunities, and recover customers at risk of leaving.
• Own the quality, tone, accuracy and coverage of the AI support agent, and decide when a person should take over.
• Own provider business services such as insurance, compliance, equipment, loans, payroll and photography, and manage vendor partners.
• Hire, coach and manage a lean team and report key customer and revenue trends to leadership.

Required qualifications

• Experience owning a customer-facing operation or program end to end.
• Ability to point to a metric you were accountable for moving: retention, resolution, conversion or revenue.
• Willingness to answer calls and work directly with customers.
• Ability to pull and analyze your own numbers in spreadsheets.
• Comfort making financial and operational decisions.
• Ability to move between strategy, people management and detailed execution.
• Ability to stay calm and make good decisions in complicated situations.
• Ability to learn new customers, businesses, systems and metrics quickly.

Nice to have

• SQL skills.

Benefits

• Health benefits with up to 100% coverage for employee premiums and up to 80% for dependents.
• Wifi stipend.
• Employee wellness stipend.
• Flexible PTO.
• Paid holidays.
• Mental wellness days.
• Competitive parental leave, eligible after 6 months of employment.
• Collaborative, mission-driven workplace.

Before you apply

• Candidates do not need to have held this exact role before.

About the company

Wonderschool helps families find high-quality childcare and helps childcare providers start, operate and grow their businesses. It is a Series B company backed by Andreessen Horowitz, Goldman Sachs and First Round Capital, and it reports being cash flow positive and growing.