Customer Success Agent

← All open rolesCustomer Success AgentGlobal - RemotePhilippinesIndiaFull TimeContractApply now →📝Click here to apply (Should take ~10 minutes) About StriveStrive is an online coding & math school for kids (8–16). We help students start and commit to their coding and math journeys by making the subjects fun and exciting. We focus, above all else, on making the process of learning joyful.Our mission is to make education more joyful and meaningful. We want to redefine STEM education globally by creating the platform and content to teach math, science, and other subjects through coding.We’re a remote-first company with teachers and employees from South Africa, Singapore, India, the USA, and the Philippines.We’re a well-funded startup backed by YCombinator and early investors of Spotify and Facebook. Role | Help manage the day-to-day operations at Strive There are 100+ live 1-1 classes happening each week, and you'll be responsible for making sure they run smoothly, so parents, teachers, and students all have a joyful experience at Strive. As we grow strivemath.org, this role is also becoming a first line of technical support for external math teachers using the platform. This involves: Providing real-time customer support to parents, students, and teachers via WhatsApp, email, and phone, with a customer success mindset: understanding what someone actually needs, not just answering the literal question Building relationships with parents and finding ways Strive can provide more value to them Managing class scheduling across time zones: reschedules, cancellations, and the occasional puzzle Account management: payments, renewals, and refunds Acting as a first responder for technical hiccups as our math platform reaches more teachers: triaging what's gone wrong with an automation or a piece of data, fixing what you can, and flagging clearly what you can't Occasionally engaging with inbound leads to help convert them into paying customers Recommending and documenting process improvements Other general ops and customer success projects as they come up You'll thrive in this role if You think in terms of customer success, not just customer service. You look past the literal request to understand what someone actually needs, and the best outcome for them and for Strive. You're comfortable using AI tools (ChatGPT, Claude, and similar) to move faster, but you don't let AI think for you. You can tell when a draft doesn't sound like a real person, and you know how to fix it. You like data and systems. When an automation breaks or a number looks wrong, you're curious rather than intimidated, and you have the logical chops to work out what likely happened. Numbers don't scare you. You're comfortable with math at least up to a grade 6 level, confident enough to talk shop with a math teacher or sketch out a manipulative. You work smarter, not harder. If there's a tool or shortcut that saves time without cutting corners, you've probably already found it, in your work or your own life. Requirements Bachelor's degree Excellent command of English, communication, and writing skills, including the ability to write warm, human messages, whether or not AI helped with the first draft Meticulous attention to detail and strong organisational skills. (Make sure to include the word "sherlock" somewhere in your application when we ask what inspired you to apply for this role.) Customer-focused mindset, with strong problem-solving and creative thinking skills Comfortable with logical/analytical thinking: able to look at a spreadsheet, automation log, or error message and reason through what's likely wrong, even without a coding background Comfortable with math at least up to a grade 6 level Independent, strong sense of urgency, flexible, adaptable to change, comfortable managing time zones Reliable and available within Strive's customer service hours (see Logistics below); this is non-negotiable Familiar with tools like Notion, Airtable, Google Suite,...