Support Excellence Leader (EdTech)

TL;DR

Support Excellence Leader (EdTech): Owns and optimizes the end-to-end support experience, driving higher customer satisfaction and lower contact rates with an accent on scaling self-service, automation, and clear processes. Focus on leading bot strategies, improving Knowledge Base, and transforming support into a competitive advantage.

Location: 100% Remote

Company

hirify.global is a fast-growing EdTech company building an online education platform for children globally, leveraging AI-powered games and training apps.

What you will do

• Build and continuously improve self-service tools including Knowledge Base, AI bots, and proactive messaging.
• Design, document, and optimize support flows to eliminate friction, rework, and manual steps.
• Lead automation and AI strategies for bots, routing, macros, and smart deflection without hurting customer experience.
• Own the QA framework, conduct root-cause analysis, and establish feedback loops to Product and Sales teams.
• Track key support metrics such as FRT, CSAT, FCR, AHT, contact rate, deflection, and retention impact, acting weekly on insights.
• Partner cross-functionally with Product, Engineering, and Marketing to prevent customer contacts before they happen.

Requirements

• 5+ years of experience in Support / CX Operations, preferably in a SaaS or EdTech environment.
• Proven track record of success in automation and self-service initiatives.
• Demonstrated ability to achieve significant improvements in customer satisfaction.
• Strong systems thinking skills, with a ruthless approach to simplification.
• Data-driven and decisive approach to problem-solving and strategy execution.

Culture & Benefits

• 100% Remote work.
• Unlimited holidays.
• Opportunity to work in an innovative, fast-growing EdTech company.
• A creative and collaborative work environment.
• Chance to have a meaningful impact on the lives of young learners worldwide.