Overview
Head of Customer Experience Jobs in Philippines at HelloLesson
Title: Head of Customer Experience
Company: HelloLesson
Location: Philippines
Head of Customer Experience
Remote | Full-Time | U.S. Time Zone
Compensation: $2,000–$4,000/month + performance bonus
HelloLesson is an Inc. 5000 education company with 8 brands, 15 years in business, and 150,000+ students served.
We are hiring a Head of Customer Experience to lead and improve the customer service operation across our brands.
This is a high-ownership role for someone who can manage people, fix systems, improve Zendesk, reduce cancellations and refunds, and create a better experience for students, parents, instructors, and partners.
You will have real authority to improve processes, coach the team, set standards, and build a more accountable customer experience department.
What You’ll Own
- Lead customer service operations across multiple education brands
- Manage and improve a remote team of up to 50+ people
- Improve Zendesk views, workflows, macros, escalations, and reporting
- Reduce cancellations, refunds, unresolved tickets, and repeated complaints
- Improve response time, resolution time, and first-contact resolution
- Coach team members through call, email, chat, and ticket reviews
- Create clear KPIs, QA standards, scripts, and accountability systems
Who We’re Looking For
- Proven experience leading customer service, support, or customer experience teams
- Strong operator who can build systems, not just manage tickets
- Experience managing remote teams
- Comfortable using data, KPIs, and reporting to improve performance
- Strong written and verbal communication
- Ability to coach, hold people accountable, and raise standards
What Success Looks Like
- Faster customer responses
- Fewer cancellations and refund requests
- Cleaner Zendesk systems
- Higher customer satisfaction
Why This Role Is Different
This is not a basic support manager job.
You will help lead the customer experience function for a proven, growing education company with national brands, a large customer base, and real authority to make changes.
- The right person will have the opportunity to make a direct impact on customer satisfaction, retention, team performance, and company growth.
Location: Work from Home (US hours)
Compensation: Up to $4000+ Monthly. Salary + performance bonus (unlimited)
