Director of Customer Experience

This is a remote position. About The Job The Customer Experience team at Hope Squad has an exciting opportunity for a Director of Customer Experience to join our team. A little about us— Hope Squad is a peer-to-peer suicide prevention program dedicated to elevating mental well-being. Through our approach, we empower students and educators to support mental health, foster human connection, and build a community of hope. Who You Are The Director of Customer Experience will be responsible for ensuring Hope Squad partners—schools, districts, and community organizations—receive support, guidance, and resources to maximize their program success. This role involves leading the Customer Experience team, developing engagement strategies, optimizing support processes, and driving retention and expansion of Hope Squad partnerships. Your Impact > Develop and execute a Customer Experience strategy that enhances partner engagement and retention. > Lead, mentor, and develop the Customer Experience team. > Establish and track key performance indicators (KPIs) for implementation, retention, and customer satisfaction. > Oversee onboarding and ongoing support for Hope Squad partners, ensuring a smooth and impactful implementation process. > Serve as a strategic advisor to schools and districts, helping them overcome challenges and optimize their Hope Squad programs. > Proactively identify and address partner needs, collaborating with internal teams to provide partner feedback, emerging trends and recommend innovative solutions. > Enhance and streamline Customer Experience workflows, ensuring efficiency and scalability. > Drive retention and renewal efforts, ensuring long-term engagement and program sustainability. RequirementsYour Experience > 5+ years of experience in Customer Experience in a K-12 Ed Tech Company. > 3+ years people management experience. > Strong understanding of K-12 education systems, school mental health programs, and community engagement strategies. > Experience with creating budgets and forecasting is preferred. > Excellent communication, relationship-building, and problem-solving skills. > Experience with CRM systems (i.e. Zoho) and data-driven decision-making is preferred. > Passion for youth mental health, suicide prevention, and community-based programming. > Be willing to lean into and incorporate our company values in each interaction: > Lead with Vulnerability > Embody a Growth Mindset > Connect with Heart > Lift Where We Stand Benefits > Multiple health coverage options (80% coverage for employee and family) > Dental insurance > Vision insurance > 401(k) match of 6% > PTO – 3 weeks > 18 company holidays + 1 floating holiday > Parental leave – birthing parent (6 weeks paid); non birthing (4 weeks paid) > Short- and long-term disability (100% paid) > Professional development funds ($1,000/year) > WiFi stipend ($50/month) > Remote working friendly since 2021