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Customer & Marketplace Operations Leader

WonderschoolSan FranciscoCustomer Success
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Salary
Not listed
Job type
Full-time
Posted
2 Sept 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Customer & Marketplace Operations Leader at Wonderschool in San Francisco is a hands-on position responsible for managing support, marketplace efficiency, and vendor relationships across parents, childcare providers, and employers. This role suits an entrepreneurial professional who can balance high-level strategy with direct customer engagement to drive retention and business growth.

Key Responsibilities

Direct support functions across phone, email, chat, and AI platforms while personally handling complex customer situations and high-level escalations.
Identify operational friction between families searching for childcare and providers trying to fill openings to improve overall marketplace matching.
Drive revenue growth and customer retention by recovering accounts at risk of leaving and identifying expansion opportunities.
Manage the portfolio of services that help providers scale, including insurance, loans, compliance, payroll, and vendor relationships.
Oversee the performance, accuracy, and tone of AI support agents while building reliable handoff and escalation pathways.
Hire, mentor, and lead a lean team, establishing clear service standards, quality controls, and repeatable workflows.
Collaborate with product and engineering departments to translate recurring customer support challenges into permanent tooling solutions.

Requirements

Demonstrated history of owning a customer-facing program or operation end to end while improving key metrics like retention, resolution, or conversion.
Ability to independently analyze data using spreadsheets at a minimum, with SQL capabilities viewed as a plus.
Willingness to operate in a hands-on capacity, which includes taking support calls and working directly with users.
Strong judgment to make sound operational and financial decisions under pressure in complicated scenarios.
Based in the San Francisco office for an in-person work arrangement five to six days a week.

Skills and Tools

SQL
Customer Support Systems
AI Support Tools
Data Analysis & Spreadsheets
Vendor Management
Marketplace Operations

Salary and Benefits

Competitive market compensation paired with meaningful equity
Comprehensive health benefits featuring up to 100 percent coverage for employee premiums and up to 80 percent for dependents
Employee wellness and internet stipends
Flexible paid time off, official paid holidays, and dedicated mental wellness days
Competitive parental leave options available after six months of service

About the Company

Wonderschool is a Series B backed organization supported by investors such as Andreessen Horowitz, Goldman Sachs, and First Round Capital. The company operates a marketplace and software platform designed to help families discover quality childcare while empowering providers to build sustainable local businesses.

How to Apply

Interested candidates should visit the official Wonderschool careers page to submit an application for this San Francisco based opportunity.

Skills and tech stack

SQL

Questions candidates ask

Where is this job located?

This position is based out of the Wonderschool office in Rincon Hill, San Francisco, requiring an in-office presence five to six days a week.

What level of technical data skill is expected?

Candidates must be able to pull and analyze their own numbers using spreadsheets at a minimum, with SQL expertise considered an advantage.

What does the role encompass regarding AI?

The leader will oversee the quality, accuracy, and coverage of AI support agents, establishing proper handoff and escalation protocols for human intervention.

Are benefits provided with this position?

Yes, Wonderschool offers health benefits with up to 100 percent coverage for employee premiums, wellness stipends, flexible PTO, parental leave, and equity.

Who backs Wonderschool?

Wonderschool is backed by prominent investors including Andreessen Horowitz, Goldman Sachs, and First Round Capital.

Ready to apply?

The application is on the official Wonderschool careers page.

Apply on company site