Customer Experience & Product Success Lead
R
RDAI LabsEdTech
Fort Lauderdale, Florida, United StatesFull-TimeLead
SalaryCompetitive base salary + performance incentives
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–6 years
- Required Skills
- DocumentationCustomer SuccessSaaSZendeskGenerative AICustomer support
Requirements
- Bachelor's degree or equivalent experience.
- 3–6 years of experience in SaaS customer success, customer support, product support, or technical customer care.
- Experience with EdTech platform support or implementation.
- Strong written communication skills with the ability to explain software to non-technical users.
- Demonstrated ability to troubleshoot product issues and guide users.
- Experience using SaaS platforms and help desk tools.
- Strong organizational skills to manage multiple issues simultaneously.
- Customer-first mindset and commitment to user experience.
- Experience supporting the education sector (K-12 schools, districts, teachers, students) preferred.
- Familiarity with AI tools, generative AI applications, and prompt design preferred.
- Experience with ticketing platforms such as Zendesk, Intercom, or Help Scout preferred.
- Ability to reproduce bugs and document technical issues clearly.
Responsibilities
- Manage the end-to-end customer journey post-sale, including onboarding and product adoption.
- Provide ongoing support and success management for teachers, school leaders, and district technology teams.
- Serve as the primary bridge between customers and internal Product and Engineering teams.
- Troubleshoot product issues and guide users through solutions.
- Develop and improve help center documentation and knowledge bases.
- Collect and synthesize customer feedback to inform future product development.
View Full Description & ApplyYou'll be redirected to the employer's site
