US Customer Support Manager

MyEdSpace is an education technology platform that connects the best teachers on the planet with the students who need them the most - wherever they are, whatever their means. Backed by $15m in Series A funding from some of the leading investors in the space, we're ready to scale - and we want you to help us build and scale MyEdSpace as part of a collaborative and ambitious team. We're on a mission to make a world-class education accessible to all. We believe that every child deserves access to quality education, regardless of geography or socioeconomic background, to achieve their dreams and build a brighter future. If you’re motivated by solving meaningful problems and creating real impact through your work on a societal level and make a real impact on the world - we’d love to hear from you! 💼 THE ROLE We are looking for a Customer Success Manager who can improve our customer experience and drive retention. Your work, centered around customer engagement and success, is crucial in guiding students through their educational journey. ⚙️ WHAT YOU’LL DO - Onboard new users - Oversee the activation process for new users, ensuring a seamless introduction to our platform. - Own customer inquiries - Act as the primary point of contact for customer inquiries, resolving issues promptly to maintain high satisfaction levels. - Generate revenue - Collaborate with the sales team to support customer success and facilitate upsell activities, directly affecting the LTV of a customer. - Interact with product team - Monitor customer feedback and provide it to the team to implement changes that keep our customers happiest. - Represent our mission - Act as the voice of MyEdSpace, building trust with families and demonstrating how we can transform their children's educational outcomes 🙋 WHO WE’RE LOOKING FOR - 2+ years of customer success/support experience, preferably in the UK or US market - C1/C2 English proficiency - Proven ability to manage multiple tasks and responsibilities in a remote work setting. - Reliable home office setup - computer (8GB+ RAM), headset with mic, stable wired internet ✨ WHY YOU’LL LOVE WORKING HERE We’re a team on a mission to transform education for the better. Joining MES means you’ll be part of something ambitious, fast-moving, and full of purpose. Here’s what you can expect: - The chance to make a real impact: your work directly shapes the future of education. - A fast-paced and high-growth environment where ideas move quickly and careers accelerate. - A collaborative, supportive culture: we’re headquartered in the UK, but we’re a global team with colleagues in 15+ countries, bringing a rich mix of perspectives and energy. 🔎 THE PRACTICAL BITS Job Title: Customer Support Manager Manager: Customer Support Team Lead Location: Remote Contract Type: Contractor Fixed Rate: $1,000 base plus up to $400 bonus per month ✨ Our values PUT INTEGRITY FIRST Honesty matters. Tell the truth, and be straight-up. Be transparent and do the right thing. This builds respect and reliability for our students, families and team members. KNOW YOUR COORDINATES Understand where you are and where you want to get to. Know your strengths and acknowledge your gaps. Think from first principles. Question things, and never pretend to know what you don't. RAISE THE BAR Own it and get it done. Do better. Iterate quickly and seek feedback. Deliver real value. Be excellent and lift others up. Share learnings and help your teammates improve. LOVE TO BE WRONG Push boundaries. Be outside your comfort zone. Naturally you'll get some things wrong and that's okay. Embrace feedback. Learn from it and get closer to excellence. WIN TOGETHER To achieve our mission, we have to work together. We all have a role to play, so help each other get there. We’re stronger as a team so inspire, support and respect each other. 🙋 Why you’ll love working here We’re a team on a mission to transform education for the better. Joining MES means you’ll be part of something am…