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Posted 5 months ago
Requirements and responsibilities
About Luca
Luca is an AI SaaS startup revolutionizing K-12 education in Latin America.
As one of the fastest-growing startups in Mexico, we’re gearing up for our next big leap in growth, backed by top European investors.
We’re reimagining how millions of students across Latin America learn — blending world-class content, smart software with AI, and beautifully crafted physical books into a single learning experience. Our model is proven and scaling. We’ve grown fast, with deep product adoption and the trust of schools, parents, and students across the region.
At Luca, we know that our schools’ experience is just as important as our product. We want every school, teacher, and student to feel supported, empowered, and proud to be part of our journey.
That’s where you come in.
The Role
As Head of Customer Success & Support, you’ll own the end-to-end customer journey: from the first booked meeting, through onboarding, adoption, support, and renewal.
You’ll build and scale the support and success function: designing processes, scripts, and
automations that ensure every interaction is professional, consistent, and warm. You’ll also oversee the sales-to-customer handoff, making sure demos, reminders, follow-ups, and next steps all run flawlessly.
This role is for a builder-operator: someone who has scaled CS in customer-intensive companies, knows what world-class looks like, and can bring that standard into Luca.
Your Mission
✨ Lead-to-Client Journey – Ensure the pre-customer process runs flawlessly: meetings booked correctly, demo materials delivered, reminders sent, and next steps always clear and on time.
✨ Customer Support Excellence – Launch and manage a support operation with SLAs, scripts, and automations that deliver fast, professional, and empathetic responses.
✨ Comms & Standardization – Create playbooks for communication: scripts, tone of voice, and templates that guarantee clarity and consistency across all emails, calls, and WhatsApp messages.
✨ Customer Success Strategy – Drive onboarding, adoption, engagement, and renewals — making sure every school achieves real impact.
✨ Data & Dashboards – Build real-time dashboards to track NPS, adoption, churn, and upsell, and use them to drive continuous improvement.
✨ CRM & Tool Integration – Connect CS and Support workflows with our CRM and sales stack so that every sales promise is tracked and delivered.
✨ Team Leadership – Hire, coach, and lead CS managers and support agents who execute with discipline and care.
✨ NPS & Advocacy – Aim for best-in-class client satisfaction, creating champions who renew, expand, and refer.
Who You Are
✔️ Already based in Mexico City — we’re especially excited about international professionals who have chosen Mexico as their home.
✔️ Fluent in Spanish and English (written and spoken). Portuguese is a plus.
✔️ 6–10 years of experience in Customer Success / Customer Support leadership in SaaS or E-commerce or Marketplace
✔️ Proven experience in a customer-success-intensive company with outstanding NPS and operational discipline. Ideal backgrounds include international SaaS or customer-centric organizations with CS ops in Mexico — e.g. Amazon, Zendesk, HubSpot, Salesforce, Oracle, Uber, Konfio, Kavak, Rappi, Clip, or global BPOs like Teleperformance and Concentrix.
✔️ Builder mindset — you’ve created CS processes, support teams, and tool automations from scratch.
✔️ Obsessed with communication — you believe the tone, clarity, and standardization of how we speak to customers is just as important as the process behind it.
✔️ Data-driven operator — you manage by dashboards, track every KPI, and connect CS directly to revenue outcomes.
Why Join Us
đź’° Competitive salary with equity upside.
🚀 Build and scale the full CS & Support function at one of Latin America’s fastest-growing edtechs.
🌎 Work with a diverse, mission-driven team across Mexico, LATAM, and Europe
📊 Lead a function that touches every step of the customer journey — from lead to long-term partner.
🤝 Collaborate with Sales, Product, and Leadership to ensure promises are kept and exceeded.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)