Customer Support Representative; CSR

Magma is one of the world’s fastest-growing and most celebrated ed tech companies, transforming math education through the power of AI. Our platform turns handwritten solutions into digital insights, empowering teachers to focus on creativity and deeper learning — while giving them real-time visibility into student progress. The result? More inclusive, engaging, and effective math classrooms for all learners. But we’re not just building better tools.

We’re tackling one of the biggest challenges in global education: math underperformance. With 1 in 5 students globally struggling in math — a subject that forms the backbone of so many career paths — we believe the opportunity to improve outcomes at scale is massive. We’re already the go-to solution in thousands of schools — and we’re just getting started.

As we expand rapidly across the U.S. and Europe, we’re building a team as ambitious as our mission: to help millions of students unlock their full potential in math.

About the Role

At Magma Math, our Customer Success team works closely with our users and is responsible for ensuring they get the maximum value out of our product. The Customer Support Representative (CSR) is the first line of defense in our partnerships with school districts. We are looking for an outgoing, curious, and responsible person for the role of CSR. The role includes interacting primarily with teacher users via chat, email, and on Zoom during office hours regarding product questions, support cases, and bug reporting.

Your task will be to resolve their questions and problems by providing friendly, prompt, and knowledgeable responses. You will also be responsible for helping districts roster students and teachers, ensuring our customers have the right access to the Magma Math platform. To thrive in this role, you should be comfortable juggling and prioritizing multiple initiatives at once, remaining calm and solutions oriented when our customers have urgent needs.

You should be the type of person who is passionate about helping others and always strives to go the extra mile - you will be the face of Magma Math to our users.

• Provide fast, friendly, and knowledgeable chat support to our customers

• Hold weekly office hours to help troubleshoot and answer questions on the fly

• Get intimately familiar with school rostering systems to ensure our customer teachers and students have the right access to Magma Math

• Create and edit creative and brand-aware (fun!) external support documentation and user guides

• Help craft and send product-focused customer email communication

• Respond to customer surveys to see where we can improve our products and services

• Report bugs, errors, and feature requests to our Product team

• Run our Solutions Competition twice a year, emailing customers and tracking usage across all North American district partners

• Send customer swag

• Help clean up data in our Support tools

• Pull data and reporting from our database

• Enjoy collaborating with your team and others at Magma Math

• Independent and sharp problem-solver

• Ability to world-class service with great patience and a smile

• Flexible and open to rapid changes in a dynamic work environment

• Interested in growing together with us

• Comfort with technology

• Bonus: basic knowledge of Excel and SQL

• Ability to analyze data to make informed decisions

• We love to hire people who are tenacious, smart, have a strong sense of ownership, and are excited to grow in their career.

• Bonus:
  It s awesome if you have experience in education, ed tech, customer support, or have completed a coding bootcamp, however that s not needed to apply!

• You ll be part of a growing tech scale-up with the incredibly important mission of positively impacting K-12 math education across the U.S.

• We’re a supportive, highly collaborative team environment

• We invite your innovative ideas! Magma is open to new solutions and approaches. Your ideas and perspective will be incredibly valuable to the growth of Magma

• Visiting our partner districts is a blast! You’ll see Magma in action. Meeting our district teams in person is an incredibly rewarding experience and you ll learn deeply how the product is impacting student learning

• An opportunity to work on a meaningful mission and have an exceptional impact on education, society, and how children learn math across the world

Start: ASAP

Benefits: health, dental, vision, 401k, generous PTO policy + bank holidays off, paid parental leave

We are an office-first culture and require 4 days in-office per week. We are open to hiring in any of our office locations in:

• Dallas, TX

• Grand Rapids, MI

• New York, NY