Senior Customer Success Manager New

Inspira Education Group; Canada; Remote; CAD 100,000 - 120,000; Full time

Job summary

Inspira Education Group cherche un responsable des opérations pour diriger son infrastructure et améliorer l'expérience client dans le secteur de l'éducation. Ce rôle clé implique la gestion d'équipes, l'optimisation des processus et le lancement de nouveaux services. Les candidats doivent avoir une expérience pertinente dans des environnements à forte croissance et être à l'aise pour travailler en étroite collaboration avec les co-fondateurs. Une passion pour l'éducation et le service client est essentielle.

Benefits

Couverture complète de la santé, vision et dentaire

Plan d'épargne-retraite avec cotisation de l'employeur

Opportunité de travailler directement avec les co-fondateurs

Budget pour l'apprentissage et le développement

Flexibilité dans les congés

Qualifications

• Expérience dans une start-up ou un secteur à forte croissance.
• Capacité à diriger des équipes et à optimiser les processus.
• Connaissance des outils de CRM et des workflows.

Responsibilities

• Optimiser le processus de jumelage étudiant-conseiller.
• Gérer des audits régulier de la qualité des conseillers.
• Diriger la fonction de soutien et d'escalade client.

Skills

Management des opérations

Service client

Gestion de programme

Optimisation des flux de travail

Analyse des performances

Collaboration

Education

Expérience de 3 à 7 ans dans un environnement de service

Tools

HubSpot

Salesforce

Airtable

Job description

Inspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities.

As the world’s leading network of top admissions coaches in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide.

As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).

The Role

This is not your typical run-of-the-mill ops and customer success job.

This is for someone who wants to own the entire operational backbone of a high-growth, mission-driven education business. You’ll lead everything from student-counselor matching and customer support escalations, to building new processes, optimizing CRM workflows, and launching new products or services as we expand.

This is your chance to scale a rocketship, lead cross-functional teams, and work directly with the founders. You’ll be the glue holding the customer experience together—and the engine driving it forward.

You’ll partner directly with the co-founders and cross-functional leads across sales, marketing, product, and technology. You’ll play a critical role in scaling our infrastructure and building a best-in-class experience that drives student outcomes, counselor excellence, and business growth.

What You'll Do

1. Customer Operations & Matching

• Own and optimize the student-counselor matching process to ensure optimal fit, quality outcomes, and efficient turnaround times
• Work with our CRM and operations experts to build logic-based workflows for matching using CRM and automation tools
• Analyze match performance and continuously improve allocation processes

2.Enhance Our Program Quality

• Maintain performance benchmarks and conduct regular audits of counselor quality and engagements
• Manage a team of high-performing counselors and tutors while getting feedback from them on what our parents and students are looking for
• Build counselor training processes to make sure our program stay best-in-class

3. Customer Success & Escalations

• Lead the customer support/escalation function to ensure timely and empathetic resolution of issues
• Build SOPs and escalation protocols to standardize quality response across the team
• Monitor and improve NPS, CSAT, and refund rates through structured feedback loops
• Manage the escalation team with a focus on key KPI’s like refund rates

4.Launch New Products & Features

• Lead operational planning for new services, pilots, or feature rollouts
• Collaborate cross-functionally to design and implement go-to-market execution
• Ensure customer support, training, and backend systems are launch-ready

Who You Are

• 3–7 years of experience in running, managing and scaling teams across operations, customer success, or program management —ideally in a high-growth service, education, or marketplace business
• Experience in managing customer escalations and internal stakeholders with empathy and clarity as an IC yourself
• Experience managing or recruiting service providers (e.g., coaches, tutors, consultants, etc.) is a strong plus
• Experience in a startup or high-growth service/marketplace business
• You’re obsessed with getting the details right, but don’t get stuck in them
• You thrive on ownership, autonomy, and making things better every week
• You're comfortable wearing 10 hats and know when to build vs. when to optimize
• You get energy from people: you love solving for both sides of a marketplace
• You’ve built or managed workflows inside CRMs like HubSpot, Salesforce, or Airtable
• You have ZERO ego and come with a super strong, hard-work mentality

What You’ll Get

• A front-row seat at a fast-growing, mission-led company
• Autonomy to run an entire function, and real influence on the company’s future
• Founders who care deeply about impact, and give you space to run
• A chance to help thousands of students realize their dreams
• Competitive compensation, performance upside, and a clear growth path

The targeted pay range for this role is: $100,000-$120,000 (including performance bonus). Actual salary is dependent upon several factors, including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team and geographic location. The pay ratio between base pay and target incentive will be finalized at the offer. The pay range is subject to the discretion of the Company.

Why you'll love Inspira

• Amazing people with a great vision and values
• Ability to work directly with co-founders and drive impact super quickly
• Your work directly impacts the lives and careers of students across the globe
• Remote-first team across the US and Canada
• 100% coverage of health, vision, and dental benefits
• Flexible Paid-time Off
• Ownership - Significant Company Equity as part of a compensation package
• Learning and Development Budget
• Retirement Savings Plans - 401k with matching
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• Note: certain benefits are not provided to 1099 contract worker

Inspira Education Group does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.

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LinkedIn Profile *

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How would you describe your company’s business model and core offering?Feel free to keep it simple! (e.g., “We’re a D2C edtech platform that connects students with admissions counselors” or “We offer a B2B HR SaaS tool to help companies manage payroll.”) *

What were your key responsibilities in your most recent role? A few bullet points are perfect. (Examples: managing external partners, matching students and counselors, building internal processes.) *

Who did you report to in this role?Please include their title or function (e.g., Head of Operations, CEO). *

Did you manage a team? If so, please share how many people reported to you directly and indirectly. *

Have you worked in a role where you provided direct customer support? If yes, who was the customer (e.g., students, clients, vendors)? And roughly how many years of experience do you have in customer-facing roles? *

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