Customer & Marketplace Operations Leader

🏢 Wonderschool · 📍 San Francisco

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Position Summary & Responsibilities

About Wonderschool

Wonderschool is transforming childcare by helping families find high-quality care and helping childcare providers start, operate, and grow successful businesses.

Our marketplace connects parents with childcare providers. Our software and services help providers reach families, manage their programs, and operate more effectively. We also work with employers that want to help their employees find childcare.

Wonderschool is a Series B company backed by Andreessen Horowitz (a16z), Goldman Sachs, and First Round Capital. We are cash flow positive and growing.

We believe childcare providers should be able to build sustainable businesses and that every family should be able to find care that meets their needs.

The Role

Customer operations at Wonderschool is about much more than answering questions. It is how we help families find care, help providers grow, retain customers, and create revenue.

We are looking for someone we can trust to own customer and marketplace operations across parents, childcare providers, and employers: how families find and enroll in care, how providers grow and stay on the platform, and how employers access childcare benefits for their teams. This person will lead support across phone, chat, email, and AI while building solutions that improve the customer experience and grow the business.

They do not need to have held this exact role before. We care more about their ability to learn quickly, exercise strong judgment, earn trust, take ownership, and build solutions.

This is a hands-on role. The person will answer calls, handle difficult situations, investigate problems, make financial and operational decisions, and build systems that allow the work to scale. They will have real authority over escalations, customer decisions, and how the team operates.

What You'll Own

Lead Customer Operations

Own support across phone, chat, email, and AI.
Personally handle difficult calls and sophisticated customer situations.
Establish high standards for response time, resolution, accuracy, tone, and follow-through.
Make sure customers feel heard and their problems are actually resolved.
Build a customer-obsessed team that takes complete ownership of outcomes.

Build Solutions

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🎯 Candidate Preparation Guide For Wonderschool Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Evaluates your ability to balance mission-driven early education impact with rigorous marketplace scaling and operational execution.

📋 Preparation Priorities (Key Areas to Clarify):

1. Treating childcare purely as a software problem without understanding offline operational realities.
2. Lack of patience for regulatory and compliance constraints.
3. Inability to show scrappiness in early-stage growth contexts.

✨ Recommended Role Alignment Hook:

I build hyper-scalable marketplace loops that solve complex, offline operational bottlenecks without losing sight of the core human mission.

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