✦ Luna Orbit — Education & Training

VP Customer Experience & Customer Support

at 95 Percent Group

📍 Remote, US Remote Posted March 12, 2026
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Position Details

Type Not Specified
Experience lead
Exp. Years 10+ years
Education Bachelor's degree
Category Education & Training

About this role

This role leads the customer experience and support teams, focusing on improving customer satisfaction, operational efficiency, and fostering a customer-centric culture within the organization.

Key Responsibilities

  • Define customer experience standards
  • Lead customer journey mapping
  • Oversee support operations
  • Analyze customer feedback and KPIs
  • Collaborate with product and marketing teams

Technical Overview

The role involves managing support operations, analyzing customer feedback and KPIs, and collaborating with product and engineering teams. Key tools include Salesforce and CX analytics platforms.

Ideal Candidate

The ideal candidate is a senior customer success leader with over 10 years of experience in customer support and CX frameworks, preferably in educational publishing or technology. They possess strong leadership, data analysis skills, and a proven ability to manage cross-functional teams to improve customer satisfaction.

Must-Have Skills

At least ten years experience in customer success and/or customer supportBachelor’s degreeAbility to analyze data and KPIsUnderstanding of CX frameworksExperience managing teams

Nice-to-Have Skills

Proficient with support platformsExperience with Salesforce

Tools & Platforms

Salesforce

Required Skills

Customer ExperienceCustomer SupportCustomer journey mappingSupport platformsCX toolsSalesforceData analysisSupport dataSupport KPIsCSATNPSCESFCR

Hard Skills

Customer ExperienceCustomer SupportCustomer journey mappingSupport platformsCX toolsSalesforceData analysisSupport dataSupport KPIsCSATNPSCESFCR

Soft Skills

LeadershipCommunicationPeople skillsAnalytical thinkingCollaborationProblem-solving

Industry & Role

Industry Education
Job Function Lead customer experience and support operations to enhance customer satisfaction and loyalty.

Keywords for Your Resume

Customer ExperienceCustomer SupportCustomer journey mappingSupport platformsCX toolsSalesforceData analysisSupport dataSupport KPIsCSATNPSCESFCRLeadershipCommunicationStakeholder managementTeam managementCustomer success

Deal Breakers

Less than 10 years experience in customer success/support, No Bachelor's degree, Lack of experience with support platforms or Salesforce, Inability to analyze customer data and KPIs

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