Magic EdTech

Customer Support

• Take full ownership of customer service as the company grows
• Manage customer service agents while resolving around 20% of daily tickets
• Audit service channels proactively, catching errors before escalation
• Ensure quality, speed, and tone of customer interactions
• Respond to sensitive issues with direct phone calls
• Manage Trustpilot score and generate reviews
• Utilize live chat as a sales channel to assist customers
• Handle complex issues involving logistics and partner communications
• Manage relationships with key retail partners and oversee returns process

Customer Service Lead

Product Manager

• Reporting directly to the CEO, and have a high level of autonomy in helping guide and create the vision for the Product roadmap.
• Build and execute on product strategy, championing lean, agile and a user-centred approach.
• Build and maintain an exciting and ambitious product roadmap.
• Manage and head up a senior Product team.
• Lead and participate in daily scrum meetings, planning, reviews and retrospectives.
• Maintain and prioritise the product backlog, defining requirements in the form of user stories and epics.
• Take charge of project management, defining project specifications and ensuring stakeholder alignment to keep progress on track.
• Alongside the Senior Product Designer, conduct frequent user research, including interviews and testing, as well as close collaboration with customer support and marketing.
• Create and maintain an effective repository to synthesise learnings from user research that can help inform the product roadmap and product backlog.
• Regularly analyse quantitative data in Mixpanel to identify areas of high/low conversion and gather useful learnings to inform product development.
• Define appropriate success metrics for new releases and monitor success using both quantitative & qualitative data.
• Represent the customer within the development process.
• Research competitors, similar products and continually analyse market trends.

Customer Service Lead

Head of Product