What are the responsibilities and job description for the Customer Experience Manager position at Soarkidz, Inc.?
Customer Experience (CX) Manager / Parent Success Manager
Location: Irvine / Fullerton, CA
Company: SoarKidz, Inc.
Type: Full-Time / Contract (Minimum 6 Months)**
Start Date: January 2026 or earliest availability
Company Description
SoarKidz, Inc. is a rapidly growing EdTech company delivering world-class online reading, writing, and STEM education to students in 30 countries. With an 80% retention rate, advanced AI-powered personalized learning systems, and highly-trained teachers, SoarKidz is transforming education for global families.
We believe every child deserves high-quality instruction, and we partner with families closely to ensure students not only learn—but thrive.
As the company expands its operations in Southern California, we are seeking a Customer Experience (CX) Manager / Parent Success Manager to lead parent communication, ensure smooth class operations, and support a premium, trust-based service experience for all families.
Position Overview
The Customer Experience (CX) Manager / Parent Success Manager will be the primary point of contact for parents and families enrolled in our programs. This role ensures parents feel supported, informed, and confident throughout their SoarKidz journey.
You will oversee communication, resolve issues, monitor parent satisfaction, manage student onboarding, track retention, and collaborate with academic and operations teams to deliver a seamless, high-touch customer experience.
This is an ideal position for someone who thrives in a fast-paced education environment, is detail-oriented, organized, empathetic, and excels at building trust with parents.
Key Responsibilities1
1. Parent Communication & Support
- Serve as the primary contact for parents via email, chat, and calls.
- Respond to questions about curriculum, class schedules, teacher changes, and technical issues.
- Provide friendly, solutions-oriented communication with a calm and professional tone.
- Manage sensitive or urgent parent concerns with diplomacy and clarity.
2. Onboarding & Placement
- Guide new families through placement tests and level assessments.
- Assist parents with registration, account setup, and class selection.
- Ensure a smooth onboarding process for new students entering the program.
3. Retention & Satisfaction
- Monitor parent satisfaction through surveys and direct communication.
- Identify at-risk families and proactively address concerns to prevent drop-offs.
- Work with marketing and leadership to analyze retention trends and improve parent experience.
4. Class Operations Support
- Communicate class cancellations, teacher changes, or scheduling updates.
- Manage My Page announcements, Q&A Board notifications, and weekly reminders.
- Collaborate with Operations and Academic teams to ensure class quality and consistency.
5. Issue Resolution
- Troubleshoot payment issues, scheduling conflicts, and login/access problems.
- Serve as escalation point for parent concerns.
- Document issues and resolutions for internal tracking and improvement.
6. Process Improvement
- Build and refine parent communication guidelines, templates, and workflows.
- Recommend improvements to internal systems (CRM, My Page, scheduling tools).
- Work closely with leadership to develop a world-class customer experience strategy.
Requirements
Must-Have Qualifications
- 2 years experience in customer support, account management, parent communication, or CX
- Outstanding written and verbal communication skills
- Strong conflict-resolution and problem-solving skills
- Highly organized, fast-paced multitasker
- Able to handle emotionally sensitive parent communication with empathy
- Comfortable using CRM tools, spreadsheets, and communication platforms
- Bilingual in Korean and English (professional working proficiency)
- Passion for education, children, and family-centered service
Nice-to-Have Qualifications
- Experience in EdTech, tutoring, online learning, or K–12 education
- Experience with Notion, Zendesk, HubSpot, or similar systems
- Background working with Korean-American families
- Understanding of online school operations or class scheduling logistics
Compensation
$28–$35 per hour
or
$58,000–$73,000 annual equivalent (DOE)
Final range depends on:
- Experience level
- CX management and escalation experience
- Korean-English bilingual proficiency
- Understanding of education operations
- Ability to independently manage multiple high-volume communication channels
Equal Opportunity Employer
SoarKidz, Inc. values diversity and is proud to be an Equal Employment Opportunity employer. We welcome candidates from all backgrounds who are passionate about education and meaningful family engagement.
Job Types: Full-time, Contract
Pay: $58,000.00 - $73,000.00 per year
Benefits:
- Flexible schedule
- Paid time off
Application Question(s):
- Where did you go to college?
Education:
- Associate (Preferred)
Language:
- Korean (Preferred)
Work Location: Hybrid remote in Irvine, CA 92612
Salary : $58,000 - $73,000