Customer Support Manager

Merlyn Mind is a "Remote First" VC-backed AI EdTech startup that brings the latest advances in AI to Education to help improve the lives of teachers and ultimately the learning outcomes of their students. Our leadership team includes talents from IBM, Amazon, Facebook, Roku, Broadcom, HP, Allen Institute for AI, and more. We have come together to build on a unified product experience for an extremely urgent mission – building a digital assistant for teachers, to untether teachers from the desk and help them with managing classroom technologies.
This role is full-time, remote, with occasional travel to Merlyn Mind’s office in Irvine, CA.
Merlyn Mind is seeking a results-driven Customer Support Manager, to stand up a new customer support organization. Leveraging your prior experience in both hardware and software support, you will play a crucial role in ensuring the success of our AI-powered educational solutions, across form factors.  As a working manager, you will lead a team of support specialists to help Merlyn Mind’s customers maximize their investment in Merlyn Mind’s products and services. Your expertise in customer support, education technology, and AI will be essential in providing outstanding support to create successful customers.

What You'll Do

• Customer Support Leadership
• Build and lead a high-performing customer support team.
• Develop and implement support processes and procedures.
• Set clear goals and KPIs for the support team and regularly assess performance.


• Customer Relationship Management
• Act as the main point of contact for customer escalations and complex issues.
• Ensure timely and effective resolution of customer inquiries and concerns.


• Product Knowledge and Training
• Develop a deep understanding of our AI solutions for education.
• Provide training and guidance to the support team to enhance product knowledge.
• Collaborate with the product development team to provide insights for product improvements based on customer feedback.


• Feedback Collection and Analysis (from Support interactions)
• Gather feedback from customers regarding their experiences with our products and services.
• Analyze customer feedback to identify trends and areas for improvement.
• Work with cross-functional teams to implement changes and enhancements based on customer feedback.


• Documentation and Resources
• Create and maintain a knowledge base and resources for customers to troubleshoot common issues independently.
• Develop and update user manuals, FAQs, and support documentation.


• Customer Satisfaction and Retention
• Monitor customer satisfaction metrics and take proactive measures to improve satisfaction levels.

Preferred Qualifications

• Bachelor's degree in a related field (Education, Computer Science, Business, etc.).
• Proven experience in customer support management, preferably in the education sector (K-12 or Higher Educations) or for educational technology provider.
• Excellent communication and interpersonal skills.
• Exceptional problem-solving abilities.
• Leadership experience and the ability to motivate and mentor a team in a dynamic, fast-paced, and amorphous environment.
• Zendesk proficiency.

Merlyn Mind is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit, and business needs at the time.
Benefits:Every last Friday of the month Paid Time off for everyone.401(k) matchingDental insuranceFlexible scheduleFlexible spending accountHealth insuranceHealth savings accountLife insuranceUnlimited Paid time offParental leaveVision insurance