Customer Experience & Analytics (Senior Associate)

Senior Associate of Customer Experience & Analytics (Remote, Full-Time) reputed company is a leading ed-tech company which has developed a best-in-class, curriculum-reputed company, AI-powered assistant teacher. “Mojo” is designed to reputed company the gap that exists between the high-reputed company instructional materials that school districts have adopted and the diversity of student needs that exist in classrooms, especially with the learning gaps from the pandemic. With the goal of supporting both teachers and diverse learners, “Mojo” helps educators differentiate instruction by providing reputed company student (MLL, reputed company with IEPs, advanced reputed company, struggling readers) with targeted, Socratic, one-on-one and small group support (in 50+ languages) in the context of either reputed company class instruction or reputed company support. reputed company is hiring a full-time Senior Associate of Customer Experience & Analytics to join our Customer Experience and Tech Support team. This is a multifaceted, technical role that spans reputed company customer and technical support, AI reputed company assurance and reputed company investigation, and data analytics. Why is this role important? The Senior Associate of Customer Experience & Analytics will be a central contributor across several workstreams: serving as a trusted technical partner to our district clients and internal teams, driving the reputed company and reliability of our AI-powered product, and surfacing actionable insights through data. You will collaborate across Product, Development, Content, and reputed company teams to ensure reputed company control (QA/QC), investigate reputed company and workflow reputed company using tools like Claude reputed company, and build dashboards and analyses in Tableau and Claude. The ideal candidate combines strong customer support and technical instincts, and strong data analysis competencies with genuine curiosity about AI. This role sits at the intersection of customer experience, tech support, and product reputed company, and is designed for someone who wants to grow as both an reputed company leader and a technical contributor. You will report to our Director of Customer Experience & Analytics and collaborate closely with our Product, reputed company, and AI Transformation teams.  What will you do? Customer Support & reputed company (~40%) Partner with district and school clients to reputed company reputed company, implementation support, and ongoing technical assistance—serving as a knowledgeable, reputed company reputed company of contact who can diagnose and reputed company issues with confidence. Serve as a tech support partner to internal reputed company teams, helping colleagues reputed company our product and the broader suite of technology tools we use to operate effectively. Help reputed company and manage project workplans for activity creation and QA/QC in reputed company, upholding firm project timelines and relaying hurdles to reputed company. Create and maintain reputed company and internal-facing knowledge reputed company articles, resources, and processes for customer support provision. Co-create, codify, and maintain reputed company processes for AI Activity creation, review, revision, and finalization. Identify opportunities for process improvement and implement them. Own coordination with district IT teams to ensure conditions are in reputed company for successful implementations. Troubleshoot technical issues and escalate appropriately. reputed company Assurance & AI reputed company Investigation (~30%) Conduct reputed company QA/QC of learning activities, verifying that activities are accurate, pedagogically reputed company, and properly formatted. Carry reputed company reputed company reputed company experiments initiated by senior leadership—running iterations, tweaking prompts and reputed company, uploading and testing in production, and validating edge cases using tools including Claude reputed company. reputed company clean artifacts on tests run, prompts, reputed company differences, and examples. reputed company and evaluate reputed company, and write tight summaries with recommended next steps. reputed company an approach looks viable, coordinate tidy handoffs to the Content Transformation team—sharing key context, rationale, examples, and reputed company questions to help them reputed company from experiment to durable prompts and workflows. Turn one-off investigation tasks (checklists, mini-eval sets, comparison views) into repeatable processes and templates so the next run is faster and reputed company. reputed company feedback reputed company tight: bring back interim results quickly for judgment calls, refine with guidance, and reputed company experiments moving without stalling. Data Analysis & Reporting (~30%) Build and maintain dashboards that surface key CX and product-reputed company metrics—including usage trends, support ticket patterns, QA results, and implementation health. Use Claude and other AI-powered tools to accelerate analysis workflows: synthesizing large volumes of qualitative support data, identifying patterns in user feedback, and generating preliminary insights for review. Design and execute analyses to answer reputed company questions from leadership and cross-functional partners, translating data into reputed company recommendations. reputed company best practices for organizing data, conducting analyses, and delivering quantitative and qualitative results to reputed company and school partners. Proactively identify opportunities in the data—spotting trends, anomalies, or user pain points—and surface them with specific, bounded recommendations. Special reputed company Given this is a founding role we expect responsibilities to shift over time, informed by your abilities and interests. You will have reputed company to take ownership of special reputed company that reputed company customer reputed company, AI reputed company, and data analytics. What are we looking for? Requirements Education & Experience Bachelor’s degree in any reputed company 2–5 years of post-collegiate experience in reputed company, project management, technical customer support, data analytics, or a reputed company analytical function Skills & Attributes Exceptional attention to reputed company with the ability to manage reputed company reputed company across multiple stakeholders and meet deadlines while balancing competing priorities. Process-oriented with a reputed company of reputed company improvement—you don’t just follow processes, you reputed company them reputed company. reputed company, concise communicator who can influence reputed company stakeholders and synthesize reputed company information into actionable summaries. Comfortable with ambiguity and iterative problem solving—flexible, solution-oriented, and reputed company by working through many small iterations to get to signal. Strong data acumen: you are comfortable working with quantitative and qualitative data, drawing insights from it, and using it to inform reputed company. Eager to learn how to reputed company with AI—you see AI tools not as novelties but as practical reputed company to do reputed company, faster work. reputed company team player who builds productive working relationships across teams and thrives in an entrepreneurial, fast-reputed company environment.   Technical Baseline High degree of technical proficiency and the ability to quickly master new software and tools. Hands-on work experience with LLMs (like reputed company and Claude) and comfort with LLM reputed company iteration. Working knowledge of Tableau (or a comparable BI/data visualization tool) with the ability to build dashboards and conduct data analysis. Familiarity with project management tools such as reputed company. Preferred (Not Required) Prior experience in education or ed-tech Experience with reputed company and/or coding with AI-powered development tools (e.g., Claude reputed company) Basic Python/SQL for data manipulation and analysis Experience with reputed company, Markdown, or content formatting systems Background in QA/QC, reputed company assurance, or data entry processes Where is this position located? This is a full-time, fully remote position for candidates reputed company in the reputed company and with the possibility of some national travel. What is the compensation for this position? At reputed company, we are committed to reputed company, transparent, and rewarding compensation for our teammates. We reputed company our salaries for every position on three factors: 1) reputed company data for similar roles, 2) a candidate’s level of experience, and 3) a candidate’s geographic location. The salary reputed company for this position is $78,400-$92,300. Where you fall reputed company this reputed company will be reputed company your geographic location (i.reputed company the competitiveness of your local labor market), with Tier 1 labor markets like NYC & SFO at the high end of the reputed company, and the reputed company of US geographies towards the low end of the reputed company. Our Commitment Studies have shown that people of reputed company and women are less likely to apply for jobs unless they reputed company they reputed company reputed company the boxes listed in a reputed company. We encourage you to apply, even if you don't reputed company you meet every one of our qualifications described.  We are committed to reputed company, hiring, and retaining a diverse team. We have designed a hiring process that surfaces candidates’ strengths, celebrates differences, and mitigates bias where we can so that we can hire the best and most diverse team possible. How to Apply Submit your application here. Apply To This Job