About us

We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student-recruitment partner to 600 higher ed institutions in 35 countries worldwide, including the University of Cambridge, King’s College London, Boston University, the University of Southern California, NYU Global Services, HEC Paris, and Erasmus.

We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.

What you’ll be doing

As Support & Onboarding Team Manager, you’ll be responsible for overseeing and improving support and onboarding operations while ensuring customers receive timely resolutions, a smooth onboarding experience, and proactive product guidance.

This is a player-coach role—you’ll lead a team of 3-4 team members while also contributing hands-on by responding to support tickets and handling escalations as needed.

This role reports to the VP of Customer Success and requires a mix of process leadership, operational efficiency, and hands-on problem-solving skills to drive continuous improvement.

Your Responsibilities (What You Lead & Improve, Plus Hands-On Involvement)

Process Ownership & Optimisation

• Own and refine the support and onboarding processes, ensuring efficiency and scalability, utilising technology and tools to reduce manual work

• Track key performance metrics (response times, resolution rates, onboarding completion).

• Improve self-service resources and knowledge base content to reduce inbound queries.

Team Leadership & Development

• Coach and develop the team, ensuring they have the tools and training to succeed.

• Define clear responsibilities and expectations within the team.

• Conduct regular coaching, feedback sessions, and training to improve performance.

Customer Support & Escalation Handling (Hands-On Involvement)

• Provide backup coverage, responding to support tickets when needed.

• Handle high-priority or complex customer issues requiring deeper investigation.

• Determine when engineering involvement is required and ensure proper escalation.

• Communicate resolution timelines and updates to customers.

Cross-Team Collaboration & Product Feedback

• Work closely with Product & Engineering to surface recurring issues and product gaps.

• Ensure internal teams (Sales, CS, etc.) are trained and prepared for new product launches.

• Provide structured feedback to improve platform usability and customer experience.

Team Responsibilities (What You Oversee, But They Own)

First-Line Support & Troubleshooting →The team handles everyday customer questions, technical issues, and product guidance.

Onboarding Execution → The team delivers customer training, onboarding calls, and setup support.

Product Training & Internal Enablement → The team provides guidance to customers and internal teams on new product features.

Issue Flagging & Product Feedback → The team identifies trends, recurring issues, and updates internal stakeholders.

Escalation & Complex Issue Resolution → The team handles escalations and prioritisation, ensuring timely resolution. They determine when engineering involvement is needed and escalate accordingly. They own communication of resolution timelines and updates to customers.

What we’re looking for

We are seeking a candidate who can clearly demonstrate the following:

• Experience leading a support or onboarding team, ideally in SaaS or tech.

• Process-driven mindset, with experience refining and optimising customer support workflows.

• Strong coaching and mentoring skills, with the ability to develop team members.

• Ability to drive collaboration across Product, Engineering, and CS teams.

• Familiarity with customer support tools, CRM platforms, and self-service knowledge bases.

• Comfortable rolling up sleeves and directly responding to customer tickets as needed.

If you don’t meet all the requirements but think you might still be right for the role, please apply anyway. We’re always keen to speak to people who connect with our mission and values.