About Matific
Matific is a fast‑growing, AI‑first global EdTech company delivering a world‑class, research‑driven mathematics learning platform for schools. Used by millions of students, teachers and families in over 70 countries, Matific empowers learners through interactive, adaptive and pedagogically rigorous digital experiences. Recognised internationally for excellence, Matific has received top industry honours including the GESS, Global Edtech Prize, CODiEs, Academics' Choice, and EdTech Digest awards. With over $50M USD invested and a global team of 200+ employees, Matific operates as a modern SaaS organisation – leveraging AI, data, and adaptive learning technology to help schools and ministries improve outcomes at scale. Our mission is to deliver equitable access to high‑quality mathematics education and to support meaningful systemic improvement worldwide.
The Role
We are hiring a Head of Customer Support & Operations to own two of the most critical pillars of our customer experience: leading and developing the Customer Support team, and running the operational backbone that keeps our delivery and customer processes running at scale.
This is a people leadership role and an operational one. You will directly manage the support team, setting the bar for quality, building the culture, and developing your team members, while also designing the systems and rhythms that allow the entire customer‑facing function to perform at its best.
You will operate with high autonomy and have the direct strategic backing of the Head of Delivery. This is a global role with real influence: you will shape how Matific delivers for customers across multiple regions, time zones, and languages.
This role is based in Buenos Aires, Argentina with an expectation of working hybrid.
What You Will Own
* Lead & develop the Customer Support team – manage a team of 10+ support specialists distributed across global time zones, set direction, hold the team accountable, and invest in growing every person on it.
* Develop 10+ support team members across multiple regions;
build a high‑performance, customer‑obsessed support culture.
* Run structured 1:1s, team rituals, and formal performance conversations;
be a present, invested,and demanding manager.
* Own the global support roster, shift coverage, and capacity planning, ensuring the right people are in the right place at every hour.
* Set clear performance expectations and hold the team accountable to quality standards, tone, and resolution consistency.
* Ensure your team has the tools, playbooks, and institutional knowledge they need to resolve issues independently and confidently.
* Own Customer Support Quality & Performance – define, own, and publicly commit to team‑wide KPIs: CSAT, FRT, TTR, SLA compliance rate, escalation rate, and backlog health.
* Build and maintain real‑time dashboards that give leadership and the team instant visibility into performance.
* Establish a weekly and monthly reporting rhythm that is clear, opinionated, and decision‑ready.
* Identify recurring failure modes in resolution quality and build permanent fixes: playbooks, automations, macros, and escalation trees.
* Manage and configure support tooling (Zendesk or equivalent): routing rules, triggers, views, macros, and SLA policies.
* Produce trend analysis that surfaces issues before they become fires and proposals to fix them.
* Own Escalation Management & Complex Case Resolution – design and own the escalation framework, handle directly the most complex and sensitive customer situations, lead post‑mortems, liaise with Product/Engineering, build a knowledge base, represent the voice of the customer, and inform product/operations decisions.
* Partner closely with Customer Success – establish clear ways of working, ensure smooth handoffs, share insights to drive adoption/retention, and act as a key counterpart to Customer Success leadership.
* Lead Delivery & Localisation Operations – own the delivery queue, define “Done,” manage translation partners and internal delivery teams, run the weekly release cadence, and resolve workflow bottlenecks.
What Success Looks Like — First 90 Days
* Met, assessed, and begun building trust with every member of the 10+ person support team;
early coaching conversations are underway.
* Published SLA dashboards and a weekly support reporting rhythm trusted by leadership.
* Identified and started fixing the top 2‑3 workflow bottlenecks in delivery or support operations.
* Established a single, reliable view of localisation delivery work visible to stakeholders.
Who You Are
* A People Leader – you have managed a support or customer‑facing team, taken accountability for your team's results, and invested in their growth.
* A Closer & Finisher – you have a track record of moving work from “started” to “finished,” chase dependencies, and close loops without being asked twice.
* Quality‑Obsessed – you raise the bar and hold your team to a high standard of quality and consistency.
* System Builder – you see a repeated manual task and immediately think about documenting, automating, or process‑mapping it permanently.
* Data Fluent – comfortable working with data to tell a story;
dashboards, spreadsheets, and raw exports are everyday tools.
* Global Communicator – excellent written and spoken English, able to influence stakeholders across different cultures and time zones.
RequirementsExperience
* 3+ years in a Customer Support, Customer Operations, or Service Delivery role.
* 2+ years managing or leading a support team of 5 or more direct reports;
experience with teams of 10+ is a strong plus.
* Demonstrated track record of improving CSAT, SLA compliance, FRT, and TTR at team scale.
* Experience designing and owning escalation frameworks and resolving complex, high‑stakes customer situations.
* Experience coordinating resources and managing capacity across multiple time zones and regions.
* Proven ability to manage complex delivery workflows with multiple stakeholders and moving parts.
Tech & Tools
* Ticketing & CRM – experience administering Zendesk, Salesforce Service Cloud, or Intercom (highly desired).
* Workflow Tools – familiarity with Jira, Monday.Com, or localisation platforms such as Transifex (strong plus).
* Data & Reporting – comfortable building dashboards and working with raw data independently.
Benefits
* A business with a strong purpose to provide quality education to children globally.
* A fast‑paced environment at a fast‑growing SaaS company.
* Work with ministries of education, leading high‑profile global publishers and partners.
* Work closely alongside seasoned, successful entrepreneurs.
* Opportunity to innovate and challenge the status quo.
* Great remuneration package with significant upside potential.
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