Senior Associate of Customer Experience and Analytics

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 analyses, and delivering quantitative and qualitative results to the team and school partners.
• Proactively identify opportunities in the data—spotting trends, anomalies, or user pain points—and surface them with specific, bounded recommendations.

Special Projects

• Given the evolving nature of this role, we expect responsibilities to shift over time, informed by your abilities and interests. You will have the opportunity to take ownership of special projects that span customer operations, AI quality, and data analytics.

What are we looking for?

Requirements

Education & Experience

• Bachelor’s degree in any field
• 2–5 years of post-collegiate experience in operations, project management, technical customer support, data analytics, or a related analytical function

Skills & Attributes

• Exceptional attention to detail with the ability to manage complex projects across multiple stakeholders and meet deadlines while balancing competing priorities.
• Process-oriented with a mindset of continuous improvement—you don’t just follow processes, you make them better.
• Clear, concise communicator who can influence internal and external stakeholders and synthesize complex information into actionable summaries.
• Comfortable with ambiguity and iterative problem solving—flexible, solution-oriented, and energized 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 decisions.
• Eager to learn how to innovate with AI—you see AI tools not as novelties but as practical levers to do better, faster work.
• Collaborative team player who builds productive working relationships across teams and thrives in an entrepreneurial, fast-paced 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 ChatGPT and Claude) and comfort with LLM prompt 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 JIRA.

Preferred (Not Required)

• Prior experience in education or ed-tech
• Experience with GitHub and/or coding with AI-powered development tools (e.g., Claude Code)
• Basic Python/SQL for data manipulation and analysis
• Experience with HTML, Markdown, or content formatting systems
• Background in QA/QC, quality assurance, or data entry processes

Where is this position located?

This is a full-time, fully remote position for candidates based in the United States, with the possibility of some national travel.

What is the compensation for this position?

At Coursemojo, we are committed to equitable, transparent, and rewarding compensation for our teammates. We base our salaries for every position on three factors: 1) benchmark data for similar roles, 2) a candidate’s level of experience, and 3) a candidate’s geographic location.

The salary range for this position is $78,400-$92,300. Where you fall within this range will be based your geographic location (i.e. on the competitiveness of your local labor market), with Tier 1 labor markets like NYC & SFO at the high end of the range, and the majority of US geographies towards the low end of the range.

Our Commitment

Studies have shown that people of color and women are less likely to apply for jobs unless they believe they check all the boxes listed in a job description. We encourage you to apply, even if you don’t believe you meet every one of our qualifications described.

We are committed to recruiting, 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.