Customer Support Specialist

ABOUT MATIFIC

Matific is a leading global EdTech provider, delivering an adaptive online learning platform for primary school mathematics. With our product being utilised by millions of students, teachers and parents in 100+ countries we are helping educate the youth and bring equality to education. With over $50M USD invested and a global team of over 200+ employees, we are committed to achieving our goals. We’ve also picked up a number of awards including numerous CODiEs, Academics’ Choice and Edtech Digest to name a few.

THE ROLE

This is a newly created role due to the growth of our North American portfolio of customers. As a Customer Support Specialist, you'll be on the front lines of our customer experience. You’ll respond to support tickets, assist with data uploads, manage data integrity, and troubleshoot platform issues for users. This role is ideal for a passionate, customer-focused high performer with exceptional interpersonal and problem-solving skills, fluent English communication, and a strong desire to grow in a dynamic EdTech environment.

KEY RESPONSIBILITIES

• Respond promptly and accurately to support tickets from users and our team in North America and English-speaking markets.
• Investigate issues, identify root causes, and guide users to solutions
• Escalate complex issues to engineering, product, or senior support as needed
• Manage data uploads, such as class rosters, student data, school/district bulk uploads
• Validate, clean, and maintain data integrity for user accounts, courses, and school records
• Monitor and follow up on pending tickets to ensure timely resolution
• Help produce and maintain internal and external documentation (FAQs, knowledge base articles, internal playbooks)
• Collaborate cross-functionally with Product, Engineering, and Operations teams to address bugs, feature requests, and system improvements
• Analyze support patterns and suggest process improvements
• Provide occasional training or walkthroughs to users (via email, video, or calls)

Essential Qualifications & Skills:

• High level of English proficiency (written and spoken)
• Strong interpersonal and customer-oriented mindset
• Excellent communication skills
• Comfortable multitasking, managing multiple tickets, and prioritizing workloads
• Strong attention to detail and a mindset for accuracy
• Ability to learn software tools quickly and adapt
• Problem-solving attitude, curiosity, and willingness to dig into issues
• Comfortable working in an international team environment

Nice to Have / Plus:

• Previous experience in customer support, technical support, or helpdesk
• Familiarity with support ticketing systems (e.g. Zendesk, Freshdesk, HelpScout)
• Experience in EdTech or educational environments

• Opportunity to grow and develop your career in a fast-moving EdTech company
• Exposure to cross-functional collaboration (Product, Engineering, Operations)
• A supportive, global team with a mission-driven culture
• Training, mentorship, and ongoing learning
• Hybrid flexibility, paid time off.
• Remuneration in USD

Location & Working Hours

• Hybrid Scheme (Office in Buenos Aires, DOT Mall area)
• Flexible hours (Most need to overlap with NA)

How to Apply

Please submit your resume in English