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 Technical Operations Manager to join our Customer Success team and help scale our technical operations function. 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 market-facing role - you will be collaborating directly with many of our partner stakeholders.

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 help us scale our Technical Operations function. This includes working directly with our customers to oversee implementation, integration, and other onboarding activities, as well as actively supporting complex and high-value activities for the Cusotmer Success Team (data analysis, report generation, collateral creation, product guides & walkthroughs, etc.). This would also be our second Technical Ops hire, so you would have a very active role in helping build our the team for scale, including process optimization, documentation, standing up new tools and software, and so on.

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

Responsibilities

• Manage implementation, integration, and onboarding workflows for Subject's largest customers across the country
• Manage our Academy and self-service materials - help drive support automation and empower our end-users to self-solve issues
• Work closely with Product & Engineering to optimize internal product features related to platform interoperability, data sharing, rostering / enrollment, grade passback, etc.
• Maintain and improve escalation tracking systems (Slack + Notion), logging who escalated, why, how it was resolved, and partner visibility
• Oversee an array of complex and high-value activities that support upselling, cross-selling, and overall account growth. Examples include creating data reports, building new customer-facing training and sales material, running usage and performance analysis, and working directly with customers to solve problems.
• Document key processes in Notion including SOPs, escalation logs, macro libraries, and partner-specific feedback

Qualifications

• 4+ 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

Base Salary: $90,000-$120,000