'Support Lead' - LoveHeart AI
We are looking for someone who is passionate about education and product excellence, and who is eager to be at the forefront of enabling technology that empowers educators to thrive and achieve great outcomes for children. This role is pivotal in ensuring educators and centres have the tools, training, and support they need to fully leverage our platform while helping to shape its future through product collaboration.
About Us:
We are an early-stage, venture-backed edtech startup dedicated to giving every child an extraordinary start to life.
Our mission is to provide the most trusted and intelligent child development platform that empowers early childhood educators to create extraordinary outcomes for children.
Research shows that every additional dollar invested in early childhood programs delivers a long-term social return of $6–$17, profoundly impacting children’s life trajectories (Early Childhood Peace Consortium, 2024).
At LoveHeart AI, we offer two core products:
Teachers Product: Helps educators elevate the quality of their educational programming through an AI-enabled pedagogy coach that guides reflective practice.
Families Product: Provides a beautiful interface to enable richer and deeper communication between centres and families about children’s learning.
To date, we have over 10,000 active users and ambitious plans to extend our impact even further.
Key Responsibilities:
Customer Support:
Lead our customer support system (Intercom), leveraging AI tools to streamline query resolution and ensure users receive timely, high-quality responses.
Provide direct support to educators and centres, answering questions and guiding them in maximising the platform’s benefits.
Run engaging training sessions with educators and centres to help them understand how to get the most value from the platform.
Develop and implement strategies to improve training experiences, including embedding models like train-the-trainer, to scale the platform’s adoption effectively.
Continuously update and refine our knowledge base articles to ensure they are helpful, clear, and aligned with user needs.
Collaboration on Product Development:
Work closely with the product team to relay user feedback and insights that can guide improvements and new features.
Identify and document product bugs, working with the product team to coordinate resolutions while keeping users informed of progress.
Analyse customer usage data and generate actionable insights to improve platform effectiveness and user satisfaction.
What We’re Looking For:
We’re a high-growth startup, so we’re looking for someone who is:
Passionate about education and product excellence, with a strong desire to make an impact and be at the forefront of innovation in the sector.
A self-starter who is eager to learn, figure things out independently, and upskill themselves (e.g., learning our tech systems or exploring best practices in the industry)
A team player who thrives in a fast-paced, evolving startup environment where collaboration is key across growth, customer and product areas.
Resilient and adaptable, comfortable navigating ambiguity and constant change.
Holds a Bachelor’s degree or higher in a relevant field (e.g., education, technology, or business).
Opportunities for Growth:
This role is an excellent entry point to a high-growth startup, with clear pathways for career development:
Build and lead a team: Take ownership of scaling the support function as we grow.
Product management: Lean into a product-focused arole, shaping the evolution of the platform.
Customer success: Lean upstream to help with retention and customer satisfaction.
Location & Salary:
Ideally based in Melbourne, with our office located on Collins Street.
Exceptional candidates who are remote will be considered, provided they can attend quarterly Team Strategy Offsites in Melbourne.
Salary: $90–100K (non-inclusive of super), with ESOP available upon discussion with the Founder.
Application Process:
To apply, please submit your CV and a Cover Letter.
The recruitment process will include:
A brief phone call with the Founder, Chief of Staff and our Community Manager
A case study interview - a case study which will involve us setting up a demo environment for our customer service tool.