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Wonderschool is a Series B marketplace transforming childcare by connecting families with high-quality providers and helping providers build sustainable businesses. The company is backed by a16z, Goldman Sachs, and First Round Capital, and is cash flow positive and growing.
This role owns customer and marketplace operations across three customer segments: parents, childcare providers, and employers. The person will lead support across phone, chat, email, and AI-powered systems while building operational solutions that improve customer experience and drive business growth.
Key responsibilities include:
**Customer Operations Leadership**: Own the support function across all channels, personally handle escalations and difficult situations, establish high service standards, and build a customer-obsessed team. Make sure customers feel heard and problems are genuinely resolved.
**Solution Building**: Learn how customers use the platform, identify friction points, and build practical solutions—better tools, workflows, policies, training, and product improvements—rather than repeatedly working around the same problems. Partner with product and engineering to address root causes.
**Marketplace Optimization**: Help families connect with providers by removing friction in the search-to-enrollment journey. Understand why families can't find care and why providers have unfilled openings. Build operational solutions that improve outcomes across all three customer segments.
**Revenue & Retention**: Treat customer operations as a growth lever. Identify retention opportunities, recover at-risk customers, find expansion and cross-sell opportunities, and turn customer insights into business improvements. Learn the metrics and financial tradeoffs needed for sound decision-making.
**AI-Powered Support Management**: Own the quality, tone, accuracy, and coverage of the AI support agent. Decide when AI should handle situations versus escalating to humans. Audit conversations and build reliable escalation and recovery systems.
**Provider Business Operations**: Manage the portfolio of services helping providers operate and grow—insurance, compliance, equipment, loans, payroll, photography, and more. Manage vendor relationships and third-party partners. Make careful financial, risk, and customer exception decisions.
**Team Building**: Hire, coach, and manage a lean, accountable team. Establish clear goals, ownership, service standards, and quality controls. Automate repeat work and surface important trends to leadership.
This is a hands-on role requiring someone who can move comfortably between strategy and detailed execution, exercise strong judgment, earn trust, and take ownership. Prior experience in this exact role is not required; the company values learning ability, judgment, and ownership.
