APM, Reactive Support

About Toddle

At Toddle, we help teachers do better what they do best – teach! We do this by creating intuitive technology tools that empower educators across all stages of teaching and learning. We’re reimagining how educators interact with technology to deliver learner-centered experiences. Our mission is to amplify teaching for 60 million PreK-12 educators globally by supporting them in delivering meaningful and personalized learning experiences.

At Toddle, we build teaching and learning tools for IB PYP, IB MYP, IB DP, Cambridge, US Independent, and other progressive PreK-12 teaching teams. Today, over 100,000 educators across 2,000+ schools in 100+ countries use Toddle to streamline curriculum planning, student portfolios, reports, assessments, family communication, and more. Toddle’s growth is fuelled by positive word of mouth and by users who have turned into evangelists and advocates of the product. In addition to the intuitive technology, Toddle offers a range of world-class professional learning opportunities and resources for educators and school leaders, all for free.

We love solving for

1. Creating delightful experiences that help teaching teams collaborate better & be more effective
2. Building tools that help teachers personalize learning for their students
3. Helping teachers around the world connect with each other meaningfully

We are at a series A stage right now, growing fast in the SaaS Ed-tech space, and have been funded by Sequoia, Matrix, Beenext, and Better Capital among others.

Here’s what you’ll be doing

We are looking for a diligent, driven, and passionate person to help drive engagement and retention for our schools in a high-growth environment. As an APM, Reactive Support, you will play a key role in maintaining customer relationships and positively impacting millions of teachers globally.

You will work closely with the Reactive Support team to define and maintain industry best practices, ensuring the highest quality support for our schools.

Key Responsibilities:

• Understand users’ concerns and identify the root cause of their issues via chat communication.
• Respond to user queries with minimal response times.
• Escalate critical issues to relevant teams (e.g., product, development, sales, and marketing).
• Help maintain positive relations with existing users while delivering an exceptional support experience.
• Collaborate with users and internal teams to provide timely and accurate information.
• Develop a strong understanding of our product and user base.
• Continuously ideate and suggest ways to improve interactions with schools.

Is this someone that looks like you?

• Communication – Proficient in English with excellent written and verbal communication skills.
• Crisis handling – Ability to handle critical situations and customers with patience and composure.
• Problem-solving – Strong interpersonal and problem-solving skills.
• Flexibility – Ability to work flexibly across different times of the day (no night shift)
• Chat expertise (Not mandatory) – Comfortable with using chat support tools
• Willingness to learn – Given the pace at which we have been growing, the role would evolve fast. You should be willing to learn, grow and evolve with the role.
• Culture fit – We deeply value building the right culture at Toddle, and these are a few things that we look for in each hire – Coach-ability, Curiosity, Ownership, Hustle and Humility
• Location: 100% Remote but based in LATAM

Here are some more benefits:

1. Flexibility at work
   • Work from anywhere – home, co-working space, cafe or even the hills
   • Block “no-meeting hours” to enable uninterrupted focused work
2. Exposure to diverse learning opportunities
   • Work across different projects & teams to develop skills outside of your core expertise
   • Access to a small budget towards learning (e.g. books, online courses, substacks)
3. Industry best leave policy
   We trust you fully on your commitment to our mission and your judgement on planning your time and taking leaves:
   • No cap on the number of sick or casual leaves
   • Special paid leaves for childbirth, wedding etc.
4. No bell curve performance evaluations
   We put in a lot of work to hire the best, and therefore we don’t expect anyone to deliver less than the best!
5. And yes, a super fun and diverse group of folks to collaborate and grow with

Still with us? Here’s the process:

1. Shortlisting:
   • Complete the form on this page
   • We’ll check out your application and assess it for a fit
   • You will hear back from us within 2-3 days of the submission if shortlisted
2. Once shortlisted, we usually do about 2-3 rounds of interviews, a written assignment, and deep reference checks
3. We value everyone’s time hence we make it a point to communicate proactively at all stages of your application. You can always reach out to careers@toddleapp.com for any questions