Head of Customer Experience

San Francisco, CA or Remote


The Role

We’re looking for a proven manager who loves empowering people and helping them grow. As our Head of Customer Experience, you will be building and leading our customer experience team. Empathetic, passionate support-people love working at Mystery.org, because our elementary teacher and homeschool customers are raving fans of our product, and because ours is a company where customer issues get solved at the root, and quickly, so support is less about apologizing, and more about saying, yes we can! Our customer experience specialists work remotely and all (five currently) have been with us for at least a year, forming an engaged, positive team. We don’t just handle typical support requests; we also help with inside sales efforts, and team members are go-to resources for a wide range of company projects.


About You

  • Do you have experience managing and building remote customer support or inside sales teams? Are you a manager who loves to help your team thrive and grow?

  • Are you a strong, empathetic, friendly communicator--both verbally (via phone or Zoom), and in writing? 

  • Are you passionate about creating awesome experiences for customers? Do you love figuring out how to improve products and processes, to delight users--and have experience working across functions to get things done?

  • Are you excited about and have experience with optimizing systems (such as ZenDesk or other ticketing or CRM systems), to improve results--to enable teams to work smarter, not harder?

  • Do you see yourself both as an analytical, operations person, and also as someone who loves people, is empathetic, and thrives in a friendly, engaged, fun culture?

  • Are you uniquely motivated by our mission?


Day-to-day

In this role you’ll report to our Director of Communication, Heike Larson. As the team manager, you will regularly be hiring, training, and developing your ambitious, can-do team, and take delight in seeing them grow. You’ll manage the day-to-day support operations, and mentor and coach your team on their projects. You’ll work closely with our Team Lead to ensure processes are documented, and that we live up to our reputation of responsive, empathetic service (and improve on it!). 

You will also be the spokesperson for our customers: you will synthesize and prioritize teacher, admin, and homeschool parent feedback, and work closely with our content, product, design, and engineering teams to constantly improve our products. Teachers call us a living curriculum, and love how quickly and thoughtfully we act on their feedback! 

After ramping up on these two areas, you may also have opportunities to own other support and experience-related projects: this is not a limited role--it’s a great opportunity for someone who wants to grow!

This is an opportunity to help more kids stay curious and become the next generation of problem solvers. Our headquarters is in San Francisco, and this role could be in our San Francisco office or remote.


Package & Perks

If you’re looking for the basics:

  • $4M in funding from leading education investors (and we’re already profitable)

  • Competitive salary

  • Equity in a high-growth company

  • 401K, health care, vacation

  • Customers who love us

…but the real perks of working at Mystery.org are the quality of the people on your team and the problem we’re solving. Those things are what bring us to work every day.


About Mystery.org

We started Mystery.org to create better explanations for every question children have about the world. We began with the 150 most common science questions that children ask teachers. We call this collection Mystery Science. Last year, more than 4 million children used Mystery Science in 50% of U.S. elementary schools. In an industry that is plagued by long sales cycle and high barriers to entry, we’ve sold thousands schools without a single sales person. We’re backed by a great group of investors including Y Combinator, Learn Capital, and Reach Capital.

We’re now moving on to all the other questions children have that they’ll never learn in school. In the last 18 months we received over 500,000 questions from children eager for better explanations of the world.  Now we’re creating video explanations for every question. You can think of this like a visual Wikipedia for kids.

Our goal is to create a generation of better thinkers. We think this is the most important problem to solve in the world today.


Meet The Team

On your first day at Mystery.org, 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.

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.


Inspired?

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! Apply today!