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Role Description

The Customer Experience & Customer Support leader is an integral leadership position within the Operations Department. This role is responsible for shaping, elevating, and operationalizing the end-to-end customer experience and ensuring that our customers’ experience with 95 Percent Group aligns to our company vision. This role oversees customer support operations as well as the proactive support teams who are managing customer success and a segment of renewals. This role will drive cross-functional initiatives that improve satisfaction, reduce friction, and build a customer-centric culture across the organization. The ideal candidate has hands-on leadership, a passion for delivering exceptional experiences, and leading teams.

• Define desired customer experience and ensure consistency across all touchpoints
• Lead customer journey mapping, identifying pain points and opportunities for improvement that are informed by data and insights from customer inquiries and feedback
• Oversee day-to-day operations of customer support teams
• Establish service standards, SLAs, and performance metrics
• Ensure timely, accurate, and empathetic support across all channels
• Implement processes, tools, and training that improve efficiency and quality
• Analyze customer feedback, support data, and trends to drive actionable insights
• Lead root cause analysis for recurring issues and partner with teams to implement fixes
• Track and report on key CX and support KPIs (CSAT, NPS, CES, FCR, churn, etc.)
• Work closely with product and engineering to escalate and resolve complex issues
• Collaborate with marketing and sales to ensure messaging and expectations align with reality
• Other duties as assigned

Qualifications

• At least ten years experience in customer success and/or customer support organization, preferably in educational publishing/technology
• Bachelor’s degree required
• Ability to analyze data, identify trends, and translate insights into action with customer experience metrics and KPIs (CSAT, NPS, churn, etc.)
• Strong understanding of CX frameworks, journey mapping, and service design
• Proven record of cross-functional collaboration and stakeholder management
• Experience managing people and coaching employees
• Proficient with support platforms and CX tools; Salesforce preferred
• Exceptional written and verbal communication and people skills

Physical Requirements/Work Environment

• The use of standard office equipment and computer
• Remote work environment with a low noise level

Company Description

95 Percent Group is a leader in literacy instruction for pre-K through grade 8 across the U.S. The company offers professional development training for teachers and administrators as well as print and online products to assist teachers with literacy instruction. 95 Percent Group’s comprehensive educational consulting, professional development, diagnostic assessments, and instructional materials help schools deliver instruction that consistently and significantly increase reading achievement.

The company was founded in 2005 and is based in Lincolnshire, IL (northwest suburban Chicago). Its customers are primarily school districts across the U.S., and they are served by consultants who travel for on-site training as well as through online training.

95 Percent Group has a fully engaged and highly committed leadership team who cares deeply about our mission. We’ve hired the best from inside and outside the industry. This is a tremendous opportunity to join a company positioned for continued significant growth. An added plus is knowing that what you’re doing every day is making a significant difference in children’s lives. Come work with a group of smart, fun, passionate professionals who value creativity, innovation, and making an impact.

95 Percent Group, LLC is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.