Customer Support Manager, North America

ABOUT MATIFIC

Matific is a leading global EdTech provider headquartered in Sydney, Australia that delivers an adaptive online learning platform for primary school mathematics. Our product is utilised by millions of students, teachers, and parents in 100+ countries, helping educate the youth and bring equality to education. With over $50M USD invested and a global team of over 250+ employees, we are committed to achieving our goals. We’ve also picked up many awards, including numerous CODiEs, Academics’ Choice, and Edtech Digest, to name a few.

THE ROLE

Matific is looking for an experienced Customer Support Manager to be responsible for our customers and partnerships supporting function for the North America region and potential future global portfolio. You will lead and optimize the support function to ensure our customers have a seamless experience on the Matific platform from day one. Collaborating with Matific’s broader global team, we seek a proactive, problem-solver, motivated, high-performing individual who strives for service excellence in an autonomous role. 

The role will be based in our Buenos Aires, Argentina office with a hybrid working arrangement.

RESPONSIBILITIES

• Lead customer support, build and follow SLAs/KPI's.
• Define, implement and optimise processes within the support function.
• Have a great understanding of the partnerships, Matific product and can troubleshoot customer problems with ease.
• Own the customer facing Help Centre & all support tools.
• Plan and deliver training to customers in collaboration with Senior Account Manager
• Take ownership of all partnership/customer support tickets where required and drive them to resolution.
• Create and maintain channels of communication between customers, product and the technical teams. Influence the product roadmap with a data-driven & heuristic approach to what will make a difference for our customers.
• Be part of the Matific Partnership Structure and maintain regular daily/weekly communication (meetings, email, calls etc) with key external key stakeholders at leading global publishers in the North American region.
• Collaborate with Matific stakeholders - work closely with the Matific team, which includes commercial, operations, support, product, content, design, technical, and marketing teams.

• 1+ years experience in customer support management role
• Native English both spoken & written (Spanish/French bonus)
• Bachelor’s degree 
• Customer oriented - foreseeing the needs of our customers, and ensuring that our product will be used in the optimal way.
• Strong interpersonal skills
• Highly technical with a deep understanding of networking, IT security & other elements
• An ability to multitask across multiple projects and prioritize in a fast paced environment.
• Experience managing and executing time-sensitive initiatives with minimal guidance and high attention to detail.
• Experience in troubleshooting service issues.
• Experience leading and implementing high-impact projects with cross-functional teams.
• Experience with Salesforce and Zendesk is preferable but not required.
• Occasional travel to partner conferences/events

• A business with a strong purpose to provide quality education to children globally
• A fast and exciting scale-up environment
• Edtech working with leading high-profile global publishers
• Work closely alongside seasoned successful entrepreneurs 
• Opportunity to innovate and challenge the status quo
• Great remuneration