Head of Student 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 ops and customer success job.

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 rates

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 optim