Customer experience manager Jobs in San Mateo, CA

Become A Leader - Changing Lives Through Math

We are looking for passionate, friendly and enthusiastic people who enjoy helping kids.

Our mission is to serve our community by changing lives through math. Mathnasium, The Math Learning Center is your neighborhood math-only learning center that teaches kids math in a way that makes sense to them. Our families are our top priority! With our team of experienced math Instructors, students from K - 12th grade are provided with an exceptional learning experience. Our dedication to our families' success has allowed us to be the #1 Franchisee in the US and have also been Certified as a Great Place To Work!

What You Will Do...

• The ideal Customer Success Manager will possess exceptional communication, leadership, entrepreneurial and organizational skills along with an enthusiastic and approachable personality. This role requires someone who is action oriented and ready to help all facets of the business. Candidates must be passionate about giving customers the best experience they've ever had. The ideal candidate will be self-driven and build relationships not only with the parents but also with the children. The primary function of the Customer Success Manager is to sustain and nurture those relationships while supporting the Center Program Director with administrative tasks. This role will include extensive leadership and management training to develop the operations of a learning center through instructional leadership, parent communication, staff management, and effective administration.

Your role will be centered around delivering a superior client experience, and you will be incentivized to do so.

Who You Are

• Goes above and beyond to communicate schedules, gets ahead on scheduling and does not make any errors. Analyzes the schedules on a weekly, monthly, and quarterly basis. Understands the seasonality of the business and customers schedules.
• Create a fun and productive learning environment that inspires team and student confidence. Has a line up of instructors in case the facility is short on instructors. Proactively staffing shifts and communicating with Instructors.
• Provide superior customer service (by email, phone, in person) by nurturing relationships with current clients to ensure retention and understanding of any issues and goals.
• Continuously improving systems, teaching the instructors how to use these systems and always innovating within the facility. Eagerly helps with supporting all operations and admin tasks.
• Exceptional at over communicating and proactive about all communication with Center Program Director and instructors
• Leverages all tools and proactively introduces automations and new solutions to stay organized and proactively keep the facility on the same page. Manages the instructors use of Monday.com as well.
• Exceptional at managing the instructor to build binders, progress students effectively, and quality controls the lesson plans/grading.
• Identify kids who need more support and communicate this to the owner, Center Program Director, and parents.

Responsibilities will include:

• Schedule parents, clients and instructors daily.
• Work with and manage a team of Instructors to deliver the right instruction on client goals.
• Manage an active inbox of inquiries and time sensitive messages
• Quick response time to parent inquiries via phone calls and voicemails
• Provide superior customer service (by email, phone, in person) by nurturing relationships with current clients to ensure retention and understanding of any issues and goals.
• Support the Center Manager & Administrative Team in all operational functions.
• Streamline communication with the head of sales and instructors to ensure that the client has an outstanding onboarding and implementation experience.
• Record and manage all client activities / communication within the CRM (Radius).
• Project management daily/weekly/monthly tasks via Monday.com
• Create a fun and productive learning environment that inspires team and student confidence.
• Assess and diagnose the educational needs of students.

Job Requirements

• Proven leadership skills.
• Excellent communication skills.
• A love for working with children.
• Superb organizational skills and the ability to manage time effectively.
• Driven to succeed and detail-oriented.
• Exemplary character and professionalism.
• A working knowledge of Google is mandatory and a familiarity with Monday.com or other CRM is a plus.

Job Type: Part-time Pay: Starting from $25.00 per hour Expected hours: 30 40 per week Benefits:

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• Professional development assistance

Schedule: Monday to Friday Weekends as needed Compensation: $25.00 per hour

Mathnasium locations are independently owned and operated by franchisees of Mathnasium Center Licensing, LLC ("Mathnasium"). Franchisees are independent business people and not employed by Mathnasium. Thus, each franchisee and each franchisee center is unique and the franchisee is alone responsible for all employment matters in their center. If you are hired to work at a center, the franchisee will be your employer, not Mathnasium.