Customer Experience & Product Success Lead

1 month, 4 weeks ago
Full-time
Mid Level
Product Management
AJAIA | AI Consultancy

AJAIA | AI Consultancy

We guide companies from AI curiosity to AI capability, and we build alongside you. From strategy to live systems, we combine domain insight, engineering excellence, and hands-on execution. We make AI practical, powerful, and a sustainable driver of growth. Not through slides, but through software.

management consulting
1-10

Description

  • Own the customer journey after the sale, including onboarding, product adoption, ongoing support, and customer success.
  • Work directly with teachers, school leaders, and district technology teams to help them get value from Ethos Intelligence.
  • Serve as the bridge between customers and the Product and Engineering teams.
  • Build and maintain strong customer relationships through proactive, customer-facing support.
  • Solve customer problems and troubleshoot product issues.
  • Improve support resources and help center content based on customer needs and feedback.
  • Collect and surface customer feedback to help shape future product improvements.
  • Document technical issues clearly and reproduce bugs when needed.

Requirements

  • Bachelor's degree or equivalent experience.
  • 3–6 years of experience in customer success, customer support, product support, technical customer care, or EdTech platform support/implementation.
  • Strong written communication skills with the ability to explain software functionality to non-technical users.
  • Demonstrated ability to troubleshoot product issues and guide users through solutions.
  • Experience using SaaS platforms and help desk tools.
  • Strong organizational skills and ability to manage multiple customer issues simultaneously.
  • Customer-first mindset and commitment to high-quality user experiences.
  • Experience working in or directly supporting the education sector, especially K-12 schools, districts, teachers, or students (preferred).
  • Familiarity with AI tools or generative AI applications (preferred).
  • Experience with ticketing platforms such as Zendesk, Intercom, or Help Scout (preferred).
  • Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows (preferred).
  • Experience creating help center documentation or knowledge bases (preferred).

Benefits

  • Competitive base salary plus performance incentives.
  • Professional development opportunities.

Interested in this position?

Apply directly on the company website

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