Associate Program Manager, Chat Support

At Toddle, we are on a mission to help schools around the world deliver better learning. We are a team of 2x founders – before founding Toddle, we set up a network of preschools and schools in India. We continue to operate these preschools and schools as it gives us a unique vantage point into the challenges faced by schools.

Our belief is that real impact in education can only be achieved by improving schools. That’s because children spend more than 80% of their learning time in school and schools are here to stay as schools are not just about teaching & learning, they also play a pivotal social role in our lives. So while most Edtech companies are trying to solve for education by working outside the school system, we think that the focus needs to be on taking our schools to the next level.

Our first product is a collaboration platform for teaching teams – we say that Toddle is to teaching, what Figma is to design. In its current version, Toddle empowers teachers to work together and better across all stages of the teaching-learning process – right from curriculum planning and assessments to progress-tracking and family communication.

Here are some key facts about us:

1. Currently used by 2,000+ schools and 150,000+ educators from 100+ countries
2. Global revenue – 40% from Americas, 30% from EMEA, 30% from APAC
3. NRR > 115%
4. NPS > 70
5. Annual churn < 5%
6. Inbound led GTM motion fuelled by positive word of mouth

We love solving for

1. Creating delightful experiences that help teaching teams collaborate better & be more effective
2. Building tools that help teachers personalise 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: Amongst other things, you would own the following:

• 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

Excited about the role?

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.
   • And if in any circumstance you feel burnt out – there is a little something for this too!
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