Customer Support & Admin Assistant

Explicit Mathematics Program Pty Ltd

Fully remote (Australia) | Contractor, flexible hours |

Skills: Customer support | High-level admin | Written communication | HubSpot (or ability to learn fast)

About EMP

The Explicit Mathematics Program (https://explicitmathematicsprogram.com/) is an Australian primary mathematics program. Our mission is to create mathematics teaching resources so good that every teacher lifts every student to their mathematical potential. Our resources are already in use with over 50,000 students in thousands of classrooms across Australia.

The impact of the program on student outcomes has been phenomenal. Initial analyses suggest we are adding 8 months of learning to the average student, and students in the bottom quarter of achievement are making up to 3 years of progress in a single year with our program. We know the program will only continue to grow in the coming years.

This is a unique opportunity to join a high-impact, fast-paced startup and a small team in a role with bucket loads of autonomy, flexibility, and dynamism.

About this role

We are looking for an admin team member, and the heart of this role is customer support. Because our customers are teachers and school leaders, we are looking for a teacher, ex-teacher, or someone else who knows maths teaching, education, or this context well.

Your first and most important job is to do a great job of responding to our customers. Teachers and school leaders contact us every day through our HubSpot ticketing system, and you will be the person who makes sure every one of them gets a prompt, accurate, and genuinely helpful response. To do this well, you will build a deep understanding of our program, our resources, and our systems.

Customer support will always be your first priority to get right. Beyond that, depending on your interests, capabilities, and time availability, there is a wide range of admin work available across the business.

What you will do

Customer support (the core of the role):

• Responding in a timely, accurate, and friendly manner to tickets on HubSpot

• Building a deep understanding of our program so you can respond appropriately to customers

• Building and using snippets and automations for quick, consistent responses

• Calling or speaking with customers as needed

• Following up on order errors and tracking issues

• Identifying patterns in customer questions to improve our FAQs, knowledge base, and processes

Admin (depending on your interests, capability, and availability):

• Website updates and content refreshes

• Scheduling and organisation of meetings and events

• Working across platforms including HubSpot, WooCommerce, Shopify, WordPress, Zoom, Calendly, and Google Workspace

• Supporting communications, social media, and marketing tasks

• Tracking of printing, shipping, and distribution

• Supporting the setup and improvement of internal processes and documentation

• Miscellaneous tasks as required

There is room to grow

This is a real, ongoing role with genuine room to grow. By way of example, our first admin hire is now our General Manager, and a more recent admin hire was promoted within two months to Head of Curriculum Operations. The successful applicant will always be point person on customer support and this will always be their first priority to get right, but for a capable candidate there will be significant opportunities to take on more across the business over time.

Ideally, someone switched on stepping into this role will take over more and more facets of customer support over time. Within 1-2 years EMP will likely require someone leading the ‘Customer Success’ arm of our business. This could be an opportunity open for the right candidate if they demonstrate an ability to grow into this role. 

What you must have

• A background in education. You might be a teacher, an ex-teacher, or someone else who knows maths teaching, schools, or this context well. Our customers are teachers and school leaders, and understanding their world is essential to supporting them well

• Excellent written communication skills

• Precision, consistency, and strong attention to detail

• Ability to learn quickly, including new technologies and the details of our program

• A customer-first mindset and genuine care for helping people

• Responsiveness and availability for ongoing work

• Attention check: please begin your application with the word 'ticketsready' so we know you have read this post in full

Nice to have:

• Experience teaching mathematics and/or familiarity with explicit instruction

• Experience with HubSpot or another ticketing/CRM system and responding to customer enquiries

• Experience in a startup or fast-paced environment

The kind of person we are looking for

• Is mission driven and wants every teacher to lift every student to their mathematical potential

• Enjoys a fast-paced job with multiple priorities in parallel

• Hungry to learn

• Full of initiative and ideas

• Self-starter and independent worker

Where and when will you work?

This is a fully remote role. Existing team members live in Melbourne, the Gold Coast, Sydney, and Noosa, plus international contractors. Most of the team is Melbourne-based, so being in Melbourne is ideal for occasional in-person catch-ups, but it is not a requirement. 

This is a flexible role. We are ideally looking for someone with the capacity to take on work close to full-time hours, but part time will be considered. You will initially come on as a contractor with the option to move to an employee over time. 

You will be directly managed by Verity Lavery (General Manager).

What's great about EMP?

Fantastic career progression. We're just at the start of our journey to become the most impactful mathematics program in the world. As an early member of this team, you'll be in a unique position to develop your career as we grow.

Fun, fast-paced startup environment. Our priority is creating powerful curriculum resources for teachers and students, but we also care about doing this with integrity, pushing ourselves to continually learn, and having a laugh along the way.

Independent. We're independent and profitable without any outside funding (quite rare for early stage ed startups). This means we have a lot of autonomy in how we run our business, and we want your input.

To apply, your application must include all four

1. Your resume

2. A brief cover letter telling us 

   1. why this role suits you, including your background in education and an example of a time you delivered great service or support to someone

   2. Your weekly availability, ideal number of hours work per week, and earliest start date

   3. One of our key company values is transparency. If you use AI in your application, please detail how you used it and include a link to the AI chat. AI usage will not be penalised in any way, however it is crucial for us to see exactly how you have used it. If you did not use AI, simply say so.

Applications neglecting any of the above will not be considered

Application stages

1. Written applications reviewed and shortlisted

2. Quick phone interview

3. Short paid skills task, including responding to real (anonymised) customer tickets

4. In-depth Zoom interview 

Thank you so much for your interest in EMP and we look forward to hearing from you!