Head Of Customer Experience Retention & Service Quality - Up To 30M ++ (Lang Ha, Dong Da)

At TeenCare, we work at the intersection of education, family, and technology — turning real signals from teens’ lives into clear, actionable guidance for parents. We combine human insight and AI to support better decisions in moments that actually matter.

We’re a fast- growing company in Southeast Asia, backed by global investors and trusted by parents across the region. Our products are used by families every week, and we’re building toward a platform that can scale globally. We’re looking for people who want to work on hard problems, take real ownership, and be held to a high bar.

Mission of the role
Customer Experience is therefore not a support function — it is a core growth engine.
TeenCare is building a high- trust, high- impact service for families.

This role owns customer retention, service quality, and parent satisfaction at scale.You will design and operate the full experience system that ensures families stay, grow, and advocate for TeenCare.

Key Responsibilities1. Own retention and customer health metrics

Build and manage customer health dashboards
Identify early churn signals and deploy proactive interventions
Monitor and improve NPS and parent satisfaction
Own Month- 1, Month- 3, and renewal retention targets

Architect the end- to- end customer journey

Reduce friction points across the lifecycle
Ensure clear expectation setting between sales → CS → mentor teams
Redesign onboarding, first- month experience, and renewal journey
Standardize parent communication cadence and progress updates

Build a scalable service quality system

Drive consistency in experience across thousands of families
Lead resolution of complex or sensitive parent cases
Implement quality assurance mechanisms for mentor- parent interactions
Define service SOPs, escalation protocols, and communication frameworks

Lead and develop the Customer Experience team

Plan team capacity in line with revenue growth
Manage and coach CS team leads and frontline staff
Design training programs to elevate emotional intelligence and problem- solving capability
Build performance culture anchored on accountability and empathy

Act as Voice of Customer across the organization

Translate customer insights into actionable improvements for Product, Academic, and Sales teams
Partner closely with Growth and Academic leaders to improve conversion- to- retention quality
Influence service promise boundaries to protect long- term trust

Protect TeenCare’s brand trust and reputation

Own high- risk escalations and crisis communication
Build systems that turn satisfied parents into advocates and referrals
Ensure consistent service standards in a high- emotion parenting category
Success metrics for the role
Renewal revenue growth
Stabilization of sales morale linked to service delivery confidence
Improvement in Month- 3 retention rate
Reduction in complaint and escalation ratesImprovement in parent NPS

Proven track record owning retention or recurring revenue performance
2+ years experience in Customer Success / Service Operations / Experience leadership
Experience in high- touch service industries such as:
insurance / financial advisory
education / edtech
premium consumer services
healthcare / therapy services
Data- driven mindset with operational rigor
Strong ability to handle emotionally sensitive customer situations
Natural authority and decision- making confidence
Comfortable working in fast- scaling startup environments

High autonomy and leadership visibility
Opportunity to design experience systems at national scale
Work at the intersection of education, technology, and family wellbeing
Direct ownership of a mission- critical growth function
Performance- based growth trajectory

Cập nhật gần nhất lúc: 2026-04-09 01:40:03