Customer Experience Lead

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take charge of the customer experience following the sale, encompassing onboarding, product adoption, and continuous support to ensure customer success.

• Collaborate closely with educators, school administrators, and district technology teams to maximize the value they receive from Ethos Intelligence.

• Act as a liaison between customers and our Product and Engineering teams.

• Foster relationships, address challenges, and enhance support resources.

• Contribute to the evolution of our products by incorporating customer feedback.

⛳️ Requirements

• A bachelor's degree or equivalent experience is required.

• 3–6 years of experience in one or more of the following domains:

• - Customer success or support within a SaaS environment

• - Product support or technical customer assistance

• - Support or implementation of EdTech platforms

• Exceptional written communication skills with the ability to articulate software functionalities to non-technical users.

• Proven capability to troubleshoot product issues and assist users in navigating solutions.

• Experience with SaaS platforms and help desk tools.

• Strong organizational abilities and the capacity to manage multiple customer inquiries concurrently.

• A customer-first approach and dedication to delivering high-quality user experiences.

• **Preferred Requirements:**

• Background in or direct support of the education sector (e.g., K-12 schools, districts, teachers, or students), with an understanding of daily software usage by educators and administrators.

• Familiarity with **AI tools** or generative AI applications.

• Experience with ticketing systems such as Zendesk, Intercom, Help Scout, or analogous tools.

• Knowledge of prompt design, API integrations, or SaaS troubleshooting processes.

• Experience in creating help center documentation or knowledge bases.

• Ability to replicate bugs and accurately document technical issues.

🏝️ Benefits

• Competitive base salary along with performance incentives.

• Opportunities for professional development.