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lms saas onboarding ai csat📋 Description
- Own end-to-end support ops; set AI vs human escalation; keep FRT <30m; CSAT 95%+
- Build a scalable training content system aligned to weekly R&D shipping
- Own Learn curriculum; map milestones to activation at 30/60/90 days
- Partner with R&D to embed enablement in product; prioritize onboarding flows
- Collaborate with implementation on agency transitions; own advisors at scale
- Lead a ~8-person team across US and Philippines; set standards and coach
🎯 Requirements
- Experience in queue management across support and management
- Experience building scalable education programs in B2B SaaS for SMB/mid-market
- Experience optimizing help centers and support ops to drive feature adoption
- Track record building measurement into education programs; activation at 30/60/90 days
- People management experience with distributed teams
- Operational instincts: set metrics and dashboards; use data to guide decisions
🎁 Benefits
- Be part of a mission-driven team transforming the travel planning space
- Work with a supportive, curious, and creative team
- Influence and shape our user success strategy from the ground up
- Competitive salary, equity, and benefits package
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