Vice President of Customer Support

About Amira Learning:

At Amira, we believe every child deserves the chance to become a reader. We seek to help more students learn how to read than any other company in the world. Amira is a rapidly growing and renowned AI startup that was recently named by Business Insider as one of 30 startups to bet your career on. The company is the only education company in the Forbes Top 50 AI Companies, was a Time Magazine Best Invention of 2021, has been featured in the NY Times, selected as the “Future of Education” by the Wall Street Journal, won dozens of awards for software excellence, and exploded into schools across the country.

Amira is the first, most widely used, and more effective AI-powered reading tutor. Amira is able to listen to young children read out loud, assess their mastery and deliver 1:1 personalized tutoring. Amira is a breakthrough innovation having a real impact on kid’s lives and societal equity. In independent testing done by State Education Agencies, Amira is the only edtech for reading that has proven effective. It is in use in schools in all 50 states and across 16 countries.

About this role:

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.

What You'll Do:

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.

Who You Are:

• 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.

Amira’s Culture

• Flexibility – We encourage and support you to live and work where you desire. Amira works as a truly distributed team. We worked remotely before COVID and we’ll be working remotely after the pandemic is long gone. Our office is Slack. Our coffee room is Zoom. Our team works hard but we work when we want, where we want.
• Collaboration – We work together closely, using collaborative tools and periodic face to face get togethers. We believe great software is like movie-making. Lots of talented people with very different skills have to band together to build a great experience.
• Lean & Agile -- We believe in ownership and continuous feedback. Yes, we employ Scrum ceremonies. But, what we’re really after is using data and learning to be better and to do better for our teachers, students, and players.
• Mission-Driven – What’s important to us is helping kids. We’re about tangible, measured impact.

What Amira offers

• Competitive base salary
• Large company-level benefits
• Performance-based bonus
• Meaningful stock option ownership
• Cutting-edge work
• The opportunity to help children around the world reach their full potential

Amira Learning is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factors.

At Amira, we believe every child deserves the chance to become a reader. Join us to make that happen.