VP of Customer Support

Amira Learning + Istation

Job Title: VP of Customer Support

Location: Remote

Employment Type: Full-Time

About Us:

Amira Learning and Istation have merged to become the leading provider of AI-powered educational technology. The business will be Amira Learning. This strategic alliance unites two renowned leaders in the science of reading, creating a powerhouse that serves 4 million students today. Together, we bring an unparalleled depth of expertise, poised to exceed the expectations of educators globally.

Job Summary:

We are seeking an experienced and dynamic Vice President of Customer Support to lead our customer support organization. The ideal candidate will be a strategic thinker with a deep understanding of the EdTech industry, a passion for customer success, and a proven track record in leading high-performing customer support teams. As the VP of Customer Support, you will play a crucial role in shaping the customer experience, driving customer satisfaction, and ensuring our users have the best possible interaction with our products and services.

Essential Functions:

• Leadership and Strategy:
  • Develop and execute the customer support strategy aligned with the company’s overall vision and goals.
  • Lead, mentor, and inspire a global team of customer support professionals to deliver world-class service.
  • Foster a customer-centric culture that prioritizes user satisfaction and retention.
  • Build capacity by implementing an augmented support model, allowing the organization to ramp up and ramp down during busy cycles. 
• Customer Experience:
  • Oversee the end-to-end customer support journey, ensuring consistent, high-quality experiences across all touchpoints.
  • Implement customer feedback loops to continuously improve support processes and product offerings.
  • Collaborate with product, engineering, and sales teams to address customer pain points and optimize the user experience.
• Operational Excellence:
  • Build and refine scalable processes and systems to manage a growing customer base efficiently.
  • Utilize data-driven insights to monitor and improve response times, resolution rates, and customer satisfaction scores.
  • Implement best practices in support operations, including ticketing systems, knowledge bases, and self-service tools.
• Team Development:
  • Recruit, train, and retain top talent in customer support, ensuring the team is equipped with the skills and resources needed to succeed.
  • Promote professional development and career growth opportunities within the support organization.
  • Establish a collaborative environment that encourages innovation, problem-solving, and continuous improvement.
• Stakeholder Collaboration:
  • Act as the voice of the customer within the organization, advocating for their needs and driving cross-functional initiatives to enhance the customer experience.
  • Work closely with the executive team to align customer support strategies with business objectives.
  • Engage with key clients and partners to build strong relationships and address any high-level support concerns.
• Technology and Innovation:
  • Stay abreast of emerging technologies and trends in customer support, particularly in the AI and EdTech sectors.
  • Drive the adoption of AI-powered tools and automation to enhance support efficiency and effectiveness.
  • Lead initiatives to integrate AI and machine learning into the customer support process to provide proactive and personalized assistance.

Qualifications:

• Bachelor's degree in Business, Education, Technology, or a related field (Master’s degree preferred).
• 10+ years of experience in customer support, with at least 5 years in a leadership role, preferably within the EdTech or technology sector.
• Proven track record of leading and scaling customer support teams in a fast-paced, high-growth environment.
• Strong understanding of the EdTech landscape and the unique challenges faced by educators and learners.
• Excellent communication, leadership, and interpersonal skills.
• Experience with customer support technologies, including CRM systems, ticketing platforms, and AI-driven support tools.
• Data-driven mindset with the ability to leverage analytics to drive decision-making and continuous improvement.
• Passion for education and a deep commitment to delivering exceptional customer experiences.

Benefits:

• Competitive Salary
• Medical, dental, and vision benefits
• 401(k) with company matching
• Flexible time off
• Meaningful stock option ownership
• Cutting-edge work
• The opportunity to help children around the world reach their full potential

Commitment to Diversity:

Amira Learning serves a diverse group of students and educators across the United States and internationally. . We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product that meets that goal. Istation is proud to be an equal opportunity employer.
Note: 

For those interested in applying for the VP of Customer Support position, please use the following URL to submit your application directly through our ATS: VP of Support

Additionally, you can find all available positions and their respective application links on our website.

Thank you for your interest in joining our team!