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: 

• Oversee all aspects of member support teams including Tier 1, 2, 3 and Technical support 
• Plan, implement, and optimize agile, scaled 24/7 support models, including utilizing outsourced workforces and knowledge base management
• Lead the daily operations of the Member Support Team, making sure that KPIs, goals and objectives are consistently met and improved upon
• Partner with leadership team to align Support department policies, practices, and systems with the company’s overall objectives and mission
• Establish and build relationships with cross-functional partners to ensure MasterClass members receive a world class support experience
• Determine common processes, solutions and systems to improve operating efficiency, problem resolution and customer satisfaction
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership

Requirements:

• 7+ years of relevant experience in customer support, including 3+ years of management/leadership of a customer service team
• Extremely detailed and process oriented 
• Strong quantitative analysis skills and a data-driven approach to problem-solving
• Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
• Proven coaching skills that can impact both front-line agents and develop supervisorial leaders
• Ability to use data and analysis to drive decision making
• Ability to thrive in a fast-paced and dynamic environment
• 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.