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
TeenCare is building a high-trust, high-impact service for families. Customer Experience is therefore not a support function - it is a core growth engine. 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 Responsibilities
1. Own retention and customer health metrics
• Own Month-1, Month-3, and renewal retention targets
• Monitor and improve NPS and parent satisfaction
• Build and manage customer health dashboards
• Identify early churn signals and deploy proactive interventions
2. Architect the end-to-end customer journey
• Redesign onboarding, first-month experience, and renewal journey
• Ensure clear expectation setting between sales → CS → mentor teams
• Standardize parent communication cadence and progress updates
• Reduce friction points across the lifecycle
3. Build a scalable service quality system
• Define service SOPs, escalation protocols, and communication frameworks
• Implement quality assurance mechanisms for mentor-parent interactions
• Lead resolution of complex or sensitive parent cases
• Drive consistency in experience across thousands of families
4. Lead and develop the Customer Experience team
• Manage and coach CS team leads and frontline staff
• Build performance culture anchored on accountability and empathy
• Design training programs to elevate emotional intelligence and problem-solving capability
• Plan team capacity in line with revenue growth
5. 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
6. Protect TeenCare's brand trust and reputation
• Own high-risk escalations and crisis communication
• Ensure consistent service standards in a high-emotion parenting category
• Build systems that turn satisfied parents into advocates and referrals