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

1. Lead & Develop the Customer Support Team

You are the manager and owner of the Support function at Matific. You will lead a team of 10+ support specialists distributed across global time zones. This is not a coordination role — you 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

2. Own Customer Support Quality & Performance

You will be the accountable owner of the metrics that define our support quality. CSAT, first response time, resolution time, and SLA compliance are not just numbers you report — they are outcomes you are responsible for improving, quarter over quarter.

• 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 — 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.

3. Own Escalation Management & Complex Case Resolution

You are the final escalation point for Matific’s most complex, sensitive, and high-impact support situations. You own these cases end-to-end — from first escalation to resolution and root cause fix.

• Design and own the escalation framework: clear criteria, ownership at each tier, and defined SLAs for escalated cases
• Handle directly the most complex and sensitive customer situations — school districts, enterprise accounts, regulatory or data-related issues
• Lead post-mortems on major support failures: identify root cause, communicate learnings, and drive systemic fixes
• Act as the primary liaison between Support and Product/Engineering when issues require cross-functional resolution
• Build and maintain a knowledge base of known issues, workarounds, and resolution paths to reduce escalation volume over time
• Represent the voice of the customer in internal discussions — escalation trends should inform product and operations decisions

4. Partner Closely with Customer Success

Customer Support does not operate in isolation, it is a core part of the broader Customer Experience function alongside Customer Success.

At Matific, the Customer Success team is the primary owner of the client relationship, responsible for onboarding, driving adoption, retention, and renewals. Customer Support plays a critical complementary role by ensuring fast, high-quality issue resolution and enabling a seamless customer experience.

In this role, you will work in close partnership with Customer Success to ensure alignment, clarity of ownership, and a consistent experience for customers across all touchpoints.

• Establish clear ways of working between Customer Success and Support, including ownership boundaries and collaboration models
• Ensure smooth handoffs between proactive (CS) and reactive (Support) interactions
• Partner with CS to identify recurring customer pain points and proactively reduce friction
• Align on escalation flows for high-value accounts and sensitive situations
• Use support insights (tickets, trends, issues) to help CS teams drive adoption and retention strategies
• Act as a key counterpart to the Customer Success leadership team

5. Lead Delivery & Localisation Operations

Beyond support, you will own the operational infrastructure for implementation and localisation delivery — ensuring work moves reliably from “in progress” to “live in product.”

• Own the delivery queue: a single, prioritised view of all localisation and implementation work
• Define “Done”: completed means live in production, not just finished in a spreadsheet
• Manage translation partners and internal delivery teams — tracking quality, deadlines, and workflows
• Run the weekly release cadence so stakeholders always know what is shipping and when
• Identify and resolve workflow bottlenecks causing manual rework or delay

What Success Looks Like — First 90 Days

• You have met, assessed, and begun building trust with every member of the 10+ person support team; early coaching conversations are underway
• SLA dashboards and a weekly support reporting rhythm are live and trusted by leadership
• The top 2–3 workflow bottlenecks in delivery or support operations have been identified and are being fixed
• A single, reliable view of localisation delivery work is in place and stakeholders can see exactly what is blocked and when it ships

Who You Are

• A People Leader: You have managed a support or customer-facing team. You take accountability for your team’s results and invest genuinely in their growth.
• A Closer & Finisher: You have a track record of moving work from “started” to “finished.” You follow through, chase dependencies, and close loops without being asked twice.
• Quality-Obsessed: You raise the bar. You care deeply about the customer experience and hold your team to a high standard of quality and consistency.
• System Builder: You see a repeated manual task and immediately think about how to document, automate, or process-map it permanently.
• Data Fluent: You are comfortable working with data to tell a story — dashboards, spreadsheets, and raw exports are tools you use every day.
• Global Communicator: You have excellent written and spoken English and can influence stakeholders across different cultures and time zones.

Experience

• 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

• A business with a strong purpose to provide quality education to children globally
• A fast-paced environment, 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