Customer Operations Lead

ABOUT MATIFIC

Matific is a fast-growing, AI-first global EdTech company delivering a world-class, research-driven mathematics learning platform for schools. Used by millions of students, teachers and families in over 70 countries, Matific empowers learners through interactive, adaptive, and pedagogically rigorous digital experiences.

Recognised internationally for excellence, Matific has received top industry honours including the GESS, Global Edtech Prize, CODiEs, Academics' Choice, and EdTech Digest awards.

With over $50M USD invested and a global team of 200+ employees, Matific operates as a modern SaaS organisation – leveraging AI, data, and adaptive learning technology to help schools and ministries improve outcomes at scale. Our mission is to deliver equitable access to high-quality mathematics education and to support meaningful systemic improvement worldwide.

THE ROLE

We are hiring a Customer Operations Lead to sit at the intersection of two critical business functions: Customer Operations and Program Delivery.

Think of this role as the operational backbone of the team. You won’t just report on what is happening; you will design the systems that make work flow. You will operate with high autonomy to build rhythms and processes, while having the direct strategic backing and mentorship of the Head of Operations.

This is a global role with global influence. You will work with teams across multiple time zones, shaping how we deliver for our customers and ensuring our internal operations match the quality of our product.

KEY RESPONSIBILITIES

This is a hands-on individual contributor role focused on two key areas:

1. Lead Delivery Operations You will ensure that implementation and localisation work moves reliably from "in progress" to "live in product."

• Own the Queue: Maintain a single, prioritised view of localisation and delivery work.
• Define "Done": Ensure that "completed" means live in production, not just finished in a spreadsheet.
• Operational Discipline: Manage the operational output of our translation partners and internal teams, tracking quality, deadlines, and workflows to prevent bottlenecks.
• Rhythm: Run the weekly cadence, so stakeholders always know what is shipping and when.

2. Own Customer Operations You will manage and enhance the infrastructure that allows our customer teams to focus on the customer rather than the process.

• Operating Rhythm: Establish clear reporting cycles (weekly/monthly) on volume, response times, and backlog health.
• Tooling & Workflow: Manage the settings, routing rules, and automation within our customer operations platforms to reduce friction.
• Data & Insights: Produce reporting that leaders can use to make decisions, identifying trends before they become fires.
• Continuous Improvement: Identify recurring failure modes and build playbooks or automation to fix them permanently.

What Success Looks Like (First 90 Days)

• Visibility: You have established a single, trusted view for all localisation delivery work. Stakeholders know exactly what is blocked and when the next release is landing.
• Rhythm: A clear operating rhythm is running weekly, with reliable data on team performance and ticket trends.
• Flow: You have identified and resolved the top 2-3 workflow bottlenecks that were causing manual rework or delay.

Who You Are

• A "Closer" & "Finisher": You have a track record of moving work from "started" to "finished." You follow through, chase dependencies, and close loops without needing to be asked twice.
• System Builder: You love order. You see a repeated manual task and immediately think about how to document, automate, or process-map it.
• Global Communicator: You have excellent written and spoken English and are comfortable influencing stakeholders across different cultures and time zones.
• Data Fluent: You are comfortable working with data to tell a story. You can manipulate spreadsheets, build dashboards, and extract insights from raw data without needing a data analyst to hold your hand.

Requirements

Experience

• Operational Experience: 3+ years in a relevant operational role (e.g., Customer Operations, Service Delivery, Project Management, or Support Operations).
• Resource & Capacity Management: Experience coordinating resources to match operational demand (e.g., rostering, vendor volume planning, or workload balancing).
• Project Delivery: Demonstrated ability to manage complex workflows with multiple moving parts (e.g., release coordination or content pipelines).

Tech & Tools

• Ticketing & CRM: Experience administering enterprise platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom) is highly desired.
• Workflow Tools: Familiarity with project management or localisation tools (e.g., Jira, Monday.com, Transifex) is a strong plus.

The Logistics

• Location: Buenos Aires, Argentina.
• Working Model: Hybrid (2-3 days a week in our local office).
• Hours: Global role; requires some flexibility to connect with teams in different time zones (e.g., Australia, Europe).

Benefits

• A business with a strong purpose to provide quality education to children globally
• A fast-paced environment, a fast-growing SaaS company
• Work with ministries of education, leading high-profile global publishers and partners
• Work closely alongside seasoned, successful entrepreneurs 
• Opportunity to innovate and challenge the status quo
• Great remuneration package with significant upside potential