Stepful
About Stepful:Stepful is reimagining allied healthcare training by offering affordable, online, instructor-led, and AI-supported programs that help learners-especially those from underserved communities-launch high-demand healthcare careers.In addition to our direct-to-consumer training, Stepful partners with leading healthcare institutions to build talent pipelines and address the growing shortage of allied health workers. Our graduates, including Medical Assistants, Pharmacy Technicians and more, go on to work at major employers like CVS, NY-Presbyterian, and Walgreens.Stepful is backed by Y Combinator, Reach Capital, and AlleyCorp, with a recent $31.5M Series B led by Oak HC/FT. We were named the #1 EdTech company in the U.S. by TIME for 2025.We're unlocking the full potential of the global workforce-improving access to quality healthcare for everyone, everywhere.Our values:We credit much of our success to our exceptional team. We're looking for mission-driven individuals who thrive in fast-paced, sometimes ambiguous environments, and embody our four core values:Care first: We do whatever it takes for our students to succeed.Learn quickly: We test, learn with data, and iterate.Build together: We win when we rely on each other.Own it: We show up, take initiative, and show pride.The opportunity:Stepful is seeking a Lead, Support Operations to enhance our operational efficiency as we scale from 25,000 active students to over 100,000 active students. This is a pivotal moment for our organization and an opportunity to be a force-multiplier in streamlining our communications to students across various channels.The Lead, Support Operations will build systems, identify tooling and leverage AI solutions to standardize how we communicate with students throughout their journey with Stepful: from admissions through to job placement and everywhere in-between.This is a hybrid role (working three days/week from our office in NYC) reporting into our Head of Student Operations.What you'll do:Make Data-Driven Decisions: Create and maintain dashboards and forecasts that inform both resource planning and capacity managementFrameworks: Build and lead escalation frameworks to address student concerns swiftly and effectivelyOptimization & Standardization: Identify operational gaps and implement solutions to standardize our student communications across various channels and programsEnhance Operational Efficiency: Leverage AI-driven solutions to reduce workload on support staff, allowing them to focus on more complex, high-touch ticketsPeople Management: Lead a team of support specialists to provide an exceptional student experienceCustomer Advocacy: Act as the voice of the student within Stepful, ensuring their needs are represented and addressed appropriatelyCross-Functional Collaboration: Work closely with various business partners to improve and optimize the student experience for superior retention, graduation and job placement ratesWhat you'll bring:At least 8 years of experience in customer support, operations or a similar discipline, preferably within a B2B2C settingAt least 2 years of people management experienceExperience managing a complex, multi-faceted customer journey inclusive of various forms of support (i.e., sales support, technical support)A proven track record of both optimizing and standardizing support operations through technology and creative solutioning, at scaleFamiliarity with leveraging AI-enabled solutions to automate supportExperience creating dashboards, tracking metrics and forecasting using tools such as Excel/Google Sheets and/or BI/data visualization tools (Looker, Tableau)Empathy for both our support team and our studentsAbility to influence and inspire cross-functional teamsBonus points if:Experience in a high-growth, scaling startup environmentInterview Process:Introductory call with Talent Acquisition team memberInterview with Hiring ManagerTake-Home AssignmentVirtualOn-Site Panel InterviewBenefits and Compensation:Meaningful Equity StakeSubsidized Medical, Dental, and Vision insurance plan options401(k)FSA, HSA and commuter benefitsOpen vacation policy, including:Guidance of 15 days PTO annuallyStepful closed the last week of December15 work-from-anywhere days10 public holidays observed for 2025The target base salary range for this opportunity is $160,000 - $180,000, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, internal pay equity and other relevant business considerations.Stepful is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic.