Who we are:

MasterClass is transforming online education by enabling anyone in the world to learn from the very best.  We are deconstructing what makes an actor able to cry on demand, how an athlete defies gravity, and what it takes to write a bestseller.  Our online learning content is available to students anywhere anytime, which supports our mission to ignite the greatness in others.

We are a quickly growing VC-funded startup based in San Francisco, with additional offices in Los Angeles.  We have created online classes taught by famous masters— Gordon Ramsay, Serena Williams, Neil deGrasse Tyson, Sara Blakely, David Sedaris, Bobbi Brown, Timbaland, Anna Wintour and many more to come.

Since launching in 2015, we have been growing our team. Apply now to find out more about what we are doing behind the scenes.

What we are looking for:

• An experienced support leader who has a strong track record of building processes, tools, and teams that deliver amazing customer experiences
• Experience working with third-party outsourcers and scaling them
• Strong organizational skills, work ethic/grit, and attention to detail
• Experience working for a high-growth consumer brand; excels in a fast-paced environment and isn’t afraid to roll-up their sleeves when needed
• Familiarity with administering and architecting Zendesk, Talkdesk, Looker
• Knowledge and passion for education, online experiences and brand growth (from scratch!)

Responsibilities of the role: 

• Build and maintain staffing models that account for business volume increases, seasonality, attrition, time zone coverage, budget adherence, outsourcer strategies, shifting scope, and more 
• Partner with Finance, Data Analytics, Product, and outsourcers to ensure appropriate staffing and service performance 
• Create, maintain, update and refresh CX data models and reporting to help drive efficiency, performance, and productivity across the org 
• Develop metrics and dashboards to allow us to analyze the daily, weekly, and monthly performance of the team and channels 
• Analyze daily and weekly performance to suggest go-forward improvements to staffing and service level goals/targets
• Perform qualitative and quantitative data analysis to determine best-in-class strategies to improve contact rate, financial goals, refunds, and quality of service 
• Suggest metrics that allow us to evaluate performance of agents and teams and channels 
• Partner with Product and Engineering to analyze contact rate drivers and provide key insights to drive contact rate down and improve the customer experience 
• Work across the company to showcase customer insights and metrics and identify ways to accelerate growth, optimize service delivery, and minimize costs 

Requirements:

• 7+ years of relevant experience in customer experience, operations, or strategy consulting 
• Extremely detailed and process oriented 
• Analytical skills: experience developing forecasts, data models, reporting
• Project management skills 
• Strong quantitative analysis skills and a data-driven approach to problem-solving
• Bachelor’s degree or equivalent work experience
• Legally eligible to work in the United States
• Exceptional verbal and written communication skills
• Strong problem-solving skills

At MasterClass, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. In addition, MasterClass will provide reasonable accommodations for qualified individuals with disabilities.  If you have a disability or special need, we would like to know how we can better accommodate you.