Front Desk & Operational Supervisor

Title : Front Desk Supervisor

Location: On-site in Cupertino, CA

Employment Type: Full-time contractor, 40 hours per week
Compensation: $24–$30 per hour, depending on experience, plus performance bonuses and enrollment incentives

Position Overview

The Front Desk Supervisor oversees daily front desk operations, delivers exceptional customer service, and leads the campus student-services team. This position serves as a primary point of contact for parents, students, and visitors while supporting efficient campus operations, parent satisfaction, enrollment, and student retention.

The ideal candidate is customer-focused, highly organized, and passionate about education. The position requires strong leadership, sound judgment, effective problem-solving skills, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Front Desk and Customer Service Management

• Supervise daily front desk operations and maintain a welcoming, organized, and professional campus environment.
• Serve as the primary escalation point for parent and student questions or concerns.
• Maintain high customer-service standards across all parent-facing interactions.
• Ensure timely responses to telephone calls, emails, WeChat messages, and other inquiries.
• Oversee student check-in, check-out, and attendance-tracking procedures.
• Ensure the front desk is appropriately staffed during campus operating hours.

Team Leadership

• Lead, train, and mentor Front Desk Coordinators, School Advisors, and customer-service staff.
• Support the onboarding and ongoing training of team members.
• Create staff schedules and coordinate coverage based on campus needs.
• Monitor team performance and provide regular coaching, feedback, and professional-development support.
• Ensure team members understand and follow company policies and customer-service expectations.

Parent Relationship Management

• Build strong relationships with students and families to support satisfaction and retention.
• Address and resolve parent concerns promptly and professionally.
• Collaborate with teaching, academic, and operations teams to provide a positive student experience.
• Support student-retention initiatives and family-engagement programs.
• Communicate campus updates and relevant program information clearly to families.

Enrollment and Business Support

• Coordinate trial classes, placement tests, and enrollment-related activities.
• Assist families with course selection, registration, and scheduling.
• Follow up with prospective families and support enrollment-conversion efforts.
• Partner with campus leadership to achieve enrollment and retention goals.
• Track prospective-family inquiries and follow-up activities accurately.

Administrative and Operational Support

• Maintain accurate student and parent records in company systems.
• Prepare reports related to enrollment, attendance, customer-service metrics, and retention.
• Ensure compliance with company policies and operational procedures.
• Support campus events, parent meetings, open houses, and community-engagement activities.
• Identify operational concerns and recommend process improvements.

Work Schedule

• 40 hours per week
• Must be available Tuesday through Sunday
• Employees are generally scheduled to work five days per week, including weekends
• Two days off per week will be assigned based on business and staffing needs
• Evening and weekend availability is required

Benefits and Perks

• Health insurance + Dental / Vision  insurance 
• Paid sick leave
• 401(k) retirement plan with employer match
• Clear career advancement opportunities

Qualifications

Required Qualifications

• Experience in customer service, education, student services, hospitality, enrollment, or administrative operations.
• Strong communication and interpersonal skills.
• Excellent organizational and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Professional judgment and the ability to handle sensitive or escalated concerns.
• Ability to work on-site in Cupertino and maintain the required schedule.

Preferred Qualifications

• Bachelor’s degree.
• Previous leadership, supervisory, or team-lead experience.
• Experience in education, tutoring, after-school programs, or other student-facing services
• Familiarity with enrollment processes and student-information systems.
• Experience working toward enrollment, retention, or customer-satisfaction goals.

Equal Employment Opportunity

Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.