Director of Customer Success

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 is not your typical run-of-the-mill customer success and operations role.

This is for someone who wants to own the entire operational backbone of a high-growth, mission-driven education business. You’ll lead everything from student-counselor matching, global counselor recruitment, and customer support escalations, to building new processes, optimizing CRM workflows, and launching new products or services as we expand.

This is your chance to scale a rocketship, lead cross-functional teams, and work directly with the founders. You’ll be the glue holding the customer experience together—and the engine driving it forward.

You’ll partner directly with the co-founders and cross-functional leads across sales, marketing, product, and technology. You’ll play a critical role in scaling our infrastructure and building a best-in-class experience that drives student outcomes, counselor excellence, and business growth.

This is a hybrid role and will involve working a few days out of our New York City office. 

What You’ll Do

1. Customer Operations & Matching

• Own and optimize the student-counselor matching process to ensure optimal fit, quality outcomes, and efficient turnaround times
• Build logic-based workflows for matching using CRM and automation tools
• Analyze match performance and continuously improve allocation processes
• Manage a team of student success managers while guiding them towards operational excellence

2. Build and Run the Counselor Supply Engine

• Oversee recruitment, onboarding, training, and quality monitoring for all counselors and subject matter experts
• Manage high-volume hiring pipelines in collaboration with internal and external recruiters
• Maintain performance benchmarks and conduct regular audits of counselor quality and engagement
• Manage a team of high-volume recruiters and sourcers while guiding them towards scaling the recruiting infrastructure

3. Customer Success & Escalations

• Lead the customer support/escalation function to ensure timely and empathetic resolution of issues
• Build SOPs and escalation protocols to standardize quality response across the team
• Monitor and improve NPS, CSAT, and refund rates through structured feedback loops
• Manage the escalation team with a focus on key KPI’s like refund rate

4. Operational Systems & Infrastructure

• Own our CRM (HubSpot)and operations stack to ensure seamless cross-team execution
• Design and implement processes, automations, and documentation to support growth
• Maintain data integrity and build reporting systems for operational visibility

5. Launch New Products & Features

• Lead operational planning for new services, pilots, or feature rollouts
• Collaborate cross-functionally to design and implement go-to-market execution
• Ensure customer support, training, and backend systems are launch-ready

Who You Are

• 3–7 years of experience in running, managing and scaling teams across operations, customer success, or program management —ideally in a high-growth service, education, or marketplace business
• Experience in managing customer escalations and internal stakeholders with empathy and clarity as an IC yourself
• Experience managing or recruiting service providers (e.g., coaches, tutors, consultants, etc.) is a strong plus
• Experience in a startup or high-growth service/marketplace business
• You’re obsessed with getting the details right, but don’t get stuck in them
• You thrive on ownership, autonomy, and making things better every week
• You're comfortable wearing 10 hats and know when to build vs. when to optimize
• You get energy from people: you love solving for both sides of a marketplace
• You’ve built or managed workflows inside CRMs like HubSpot, Salesforce, or Airtable
• You have ZERO ego and come with a super strong, hard-work 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
  
  

Compensation

• Cash Comp: $120,000-$150,000 (including performance bonus) 
• Generous equity stock options
• 401K with matching
• Unlimited PTO
• Fully paid health, dental, and vision benefits
• Paid learning, development, and travel budget

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
• Remote-first team across the US and Canada
• 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.