Who We Are

Subject is an educational technology startup looking to elevate this generation’s classroom experience and deliver quality education to learners everywhere. Backed by Kleiner Perkins, SoftBank Opportunity Fund, Owl Ventures, and others, our rapidly-growing LA-based team is empowering a global community of students with access to on-demand, delightful learning that truly engages. Our cinematic, short-form videos are tailor-made for today’s young learners who are accustomed to the best of consumer media and technology.

We are racing to re-imagine the possibilities of classroom learning. Apply now to learn more!

About the Role

Interested in joining a world-class Edtech startup that’s working to make education more accessible and equitable for everyone? We are looking for a sharp, systems-minded Customer Support & Automation Manager to join our team and help scale our support, visibility, and internal coordination. You’ll work cross-functionally with Support, Product, CS, and Sales teams, and play a vital role in improving the quality, consistency, and efficiency of both our internal operations and our partner-facing support.

This is a full-time role and based in LA. We maintain a highly collaborative in-office culture, so you will be expected to be in office with the team M-F. Consequently, we are only considering candidates who live in LA or are willing to move to LA at this time.

Compensation is highly competitive, a mix of equity & cash, and commensurate with experience.

What You'll Do

This role requires someone who can spot process gaps, take initiative, and help us evolve our operations through documentation, tooling, and proactive analysis. If you're energized by building structure, sharing insights, and making cross-functional teams stronger, this is for you.

This job may also be lightly technical - experience working with various softwares, writing & running light SQL queries, and performing other 'level one' technical tasks is preferred.

Responsibilities

• Audit and enhance our Intercom support system to build a more insightful, actionable, and proactive support experience
• Manage our Academy and self-service materials - help drive support automation and empower our end-users to self-solve issues
• Own tagging structure: ensure consistency, partner attribution, and reporting/trend filtering across all conversations
• Maintain and improve escalation tracking systems (Slack + Notion), logging who escalated, why, how it was resolved, and partner visibility
• Monitor and follow up on CSAT trends: identify patterns, flag negative scores, track resolutions, and ensure proper documentation
• Document key processes in Notion including SOPs, escalation logs, macro libraries, and partner-specific feedback
• Manage our Operations Interns: schedule coverage, balance hours needed vs. hours worked, and recalibrate as needed

Qualifications

• 3+ years of relevant work experience, ideally in an operations, product operations, technical support, or customer success capacity
• Exceptional written and verbal communication skills
• Team player passionate about education and Subject’s mission
• Self-starter who is comfortable working independently, but also raising a hand when stuck
• Experience working in an early-stage start-up environment is recommended, but not required

Compensation

$80,000 - $110,000