Customer Experience & Analytics (Senior Associate)

Benefits

Additional Information

Senior Associate of Customer Experience & Analytics (Remote, Full-Time) Coursemojo is a leading ed-tech company which has developed a best-in-class, curriculum-aligned, AI-powered assistant teacher. "Mojo" is designed to bridge the gap that exists between the high-quality 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 each student (MLL, students with IEPs, advanced students, struggling readers) with targeted, Socratic, one-on-one and small group support (in 50+ languages) in the context of either core class instruction or intervention support. Coursemojo 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 frontline customer and technical support, AI quality assurance and prompt 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 quality and reliability of our AI-powered product, and surfacing actionable insights through data. You will collaborate across Product, Development, Content, and Success teams to ensure quality control (QA/QC), investigate prompt and workflow performance using tools like Claude Code, 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 quality, and is designed for someone who wants to grow as both an operations leader and a technical contributor. You will report to our Director of Customer Experience & Analytics and collaborate closely with our Product, Success, and AI Transformation teams. What will you do? Customer Support & Operations (~40%) Partner with district and school clients to provide onboarding, implementation support, and ongoing technical assistance-serving as a knowledgeable, responsive point of contact who can diagnose and resolve issues with confidence. Serve as a tech support partner to internal Coursemojo teams, helping colleagues navigate our product and the broader suite of technology tools we use to operate effectively. Help develop and manage project workplans for activity creation and QA/QC in JIRA, upholding firm project timelines and relaying hurdles to the team. Create and maintain external and internal-facing knowledge base articles, resources, and processes for customer support provision. Co-create, codify, and maintain clear 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 place for successful implementations. Troubleshoot technical issues and escalate appropriately. Quality Assurance & AI Prompt Investigation (~30%) Conduct systematic QA/QC of learning activities, verifying that activities are accurate, pedagogically sound, and properly formatted. Carry forward active prompt experiments initiated by senior leadership-running iterations, tweaking prompts and criteria, uploading and testing in production, and validating edge cases using tools including Claude Code. Keep clean artifacts on tests run, prompts, criteria differences, and examples. Track and evaluate outcomes, and write tight summaries with recommended next steps. When an approach looks viable, coordinate tidy handoffs to the Content Transformation team-sharing key context, rationale, examples, and open questions to help them move 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 clearer. Keep feedback loops tight: bring back interim results quickly for judgment calls, refine with guidance, and keep experiments moving without stalling. Data Analysis & Reporting (~30%) Build and maintain dashboards that surface key CX and product-quality 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 structured questions from leadership and cross-functional partners, translating data into clear recommendations. Develop best practices for organizing data, conducting