About Inspira Education
Inspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities.
As the world’s leading network of top admissions coaches in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide.
As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).
The Role
This isn’t your typical run-of-the-mill operations job. We’re looking for someone who wants to build and scale a new business inside a high-growth, mission-driven education company.
You’ll lead everything from designing and launching new programs and services, to building the infrastructure that supports growth — including global counselor recruitment, CRM workflow optimization, and customer support systems. Beyond operations, you’ll also play a key role in community building (engaging students, parents, and counselors) and in driving upsells and cross-sells to ensure we maximize value across our offerings.
This is your chance to own the growth of a new business line from the ground up. You’ll work directly with the founders and partner across sales, marketing, product, and technology to ensure this vertical not only launches successfully but becomes a best-in-class experience that drives student outcomes, counselor excellence, and business growth.
You’ll be both the architect and the operator: architecting how this vertical comes to life, and then executing the systems and processes that scale it. You’ll be the connector of teams, the builder of community, and the driver of growth.
This is a hybrid role based in NYC, with a few days per week in our Midtown Manhattan office.
What You’ll Do
Counselor Recruitment & Onboarding
- Own the end-to-end counselor supply engine: recruitment, onboarding, training, and quality monitoring
- Build scalable hiring pipelines with internal and external recruiters to support rapid growth
- Design and enforce performance benchmarks, audits, and ongoing engagement initiatives for counselors
- Create onboarding and training programs to ensure counselors are aligned with company standards and student needs
Customer Success & Escalations
- Lead the customer escalation function to ensure fast, empathetic, and consistent issue resolution
- Develop SOPs and escalation protocols to improve quality and reduce refund rates
- Build out processes to track and improve NPS, CSAT, and retention metrics
- Turn escalations into feedback loops that inform process improvements and product enhancements
Community Development & Engagement
- Build and scale a thriving student, parent, and counselor community to strengthen brand loyalty and referrals
- Design engagement programs (events, workshops, digital forums) that foster connection and long-term value
- Partner with marketing to integrate community insights into lifecycle campaigns and upsell opportunities
Process Design & Operational Excellence
- Architect and implement new processes to improve counselor performance, student experience, and business efficiency
- Leverage CRM and automation tools (HubSpot, etc.) to streamline workflows and maintain data integrity
- Build reporting systems that provide visibility into counselor utilization, escalation trends, and upsell success
New Product & Vertical Launches
- Lead operational planning and execution for new products, services, or verticals
- Collaborate cross-functionally across sales, marketing, product, and tech to ensure seamless launches
- Ensure backend systems, counselor training, and customer support are ready to scale with each new launch
Upsells & Cross-Sells
- Partner with sales and lifecycle marketing to design and implement upsell/cross-sell strategies
- Train counselors and student success teams to identify upsell opportunities during client interactions
- Track and optimize upsell performance as a key driver of revenue per student
Student Feedback & Counselor Development
- Build structured student feedback loops to capture insights on counselor performance and overall experience
- Translate feedback into continuous improvement plans, counselor training, and operational refinements
- Partner with senior counselors to create mentorship and training programs that elevate overall quality
Who You Are
- 3–7 years of experience leading and scaling teams in operations, customer success, or program management, ideally within a high-growth service, education, or marketplace environment
- Proven ability to handle customer escalations and collaborate with internal stakeholders with empathy and clarity
- Background in managing or recruiting service providers (e.g., coaches, tutors, consultants) is a strong plus
- Hands-on experience working in a startup or high-growth marketplace business
- Familiarity with building and optimizing workflows in CRMs such as HubSpot, Salesforce, or Airtable
- Detail-oriented with a high bar for excellence, while knowing how to keep momentum and avoid getting stuck
- Thrive on ownership and autonomy, continuously improving processes and outcomes week over week
- Comfortable wearing many hats and able to discern when to build something new vs. optimize what already exists
- Energized by working with people and passionate about solving for both sides of a marketplace
- Collaborative, humble, and hardworking. You bring zero ego and a strong “roll-up-your-sleeves” mentality
What You'll Get
- A front-row seat at a fast-growing, mission-led company
- Autonomy to run an entire function, and real influence on the company’s future
- Founders who care deeply about impact, and give you space to run
- A chance to help thousands of students realize their dreams
- Competitive compensation, performance upside, and a clear growth path
Why you'll love Inspira
- Amazing people with a great vision and values
- Ability to work directly with co-founders and drive impact super quickly
- Your work directly impacts the lives and careers of students across the globe
- 100% coverage of health, vision, and dental benefits
- Flexible Paid-time Off
- Ownership - Significant Company Equity as part of a compensation package
- Learning and Development Budget
- Retirement Savings Plans - 401k with matching
- Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
- Note: certain benefits are not provided to 1099 contract worker
Interested in learning more about Inspira Education, please visit Inspira Education Group.
Inspira Education Group does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.
