Who You Are:

You are a proactive, detail-oriented, and customer-focused professional who genuinely cares about helping customers succeed. You enjoy solving problems, optimizing processes, and building meaningful relationships with customers. With a talent for organization and a passion for enhancing customer experiences, you thrive in a fast-paced, collaborative, and mission-driven environment. You’re also curious about technology and excited about how AI can improve customer engagement, streamline processes, and provide personalized support.

The Opportunity:

Join a rapidly growing educational resource company that’s transforming how teachers support English Language Learners. As the Customer Success & Lifecycle Manager, you'll play a key role in shaping the customer experience—from onboarding to retention. You'll have the chance to implement innovative strategies that boost engagement and satisfaction while growing with a company making a real impact in education. With the growing influence of AI in customer success, you’ll have the opportunity to explore and implement tools that enhance our processes and customer interactions.

Who We Are:

Equipping ELLs is an educational resource company dedicated to empowering teachers with the tools and support they need to help English Language Learners (ELLs) thrive. Through our comprehensive membership platform, we provide high-quality, research-based materials designed specifically for ELL instruction. Our mission is to equip educators with resources that enable their ELL students to succeed in the classroom and beyond. We embrace innovative solutions, including AI tools, to better serve our customers and create meaningful experiences.

What You'll Do:

• Inbox & Customer Support Management: Respond to customer inquiries via email with timely, professional, and empathetic communication.
• Customer Onboarding & Engagement: Guide new members through onboarding to quickly maximize the value of their Equipping ELLs membership.
• Lifecycle Marketing: Develop and execute strategies to engage, retain, and support customers at different stages of their membership journey.
• Issue Resolution & Problem-Solving: Address customer concerns, troubleshoot issues, and escalate problems as needed.
• AI Tool Integration: Identify and implement AI tools to streamline support processes, automate responses, and enhance customer engagement.
• Feedback Collection & Implementation: Gather user feedback and collaborate with the team to improve products and services.
• Process Optimization: Improve and document customer service workflows to increase efficiency and customer satisfaction.
• Data Tracking & Reporting: Monitor customer interactions, track retention metrics, and provide actionable insights to inform decisions.

Must-Haves in a Candidate:

• Proven experience in customer support, inbox management, or lifecycle marketing (preferably in EdTech, education, SaaS or subscription businesses).
• Strong written communication skills with the ability to provide clear, empathetic, and solution-oriented responses.
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks efficiently.
• Familiarity with CRM tools, email automation platforms, and customer service software (e.g., Gmail, ActiveCampaign, ClickUp).
• Experience using or willingness to learn AI tools for customer support, such as chatbots, automated email responders, and analytics platforms.

Nice to Have in a Candidate:

• Experience working in education, EdTech, or with membership-based businesses.
• Familiarity with ELL/ESL education and teacher needs.
• Proficiency in email automation tools (e.g., ActiveCampaign) and data analysis tools.
• Knowledge of AI-driven customer success tools like Zendesk, Intercom, or HubSpot, and an understanding of emerging trends in AI for customer experience.

Details:

• Job Type: Full-time (with part-time start and potential for growth).
• Location: US, Panama, Remote.
• Salary: Competitive and dependent on experience.
• Benefits: Opportunity for growth and the ability to shape the future of the company.