CX & Product Success Lead,RDAI

<p class="p1"><em>As a pioneer in the Charter school movement,&nbsp;</em><em>CSUSA is one of the fastest-growing education&nbsp;</em><em>management organizations in the United States,&nbsp;</em><em>providing a wide variety of educational choices&nbsp;</em><em>to over 82,000 students in more than 150 schools&nbsp;</em><em>across Florida, South Carolina, North Carolina,&nbsp;</em><em>and Louisiana.</em></p> <strong>Charter Schools USA is an Equal Opportunity Employer.</strong>

FL-Fort Lauderdale-n/a

Charter Schools USA (CSUSA)

As a pioneer in the Charter school movement, CSUSA is one of the fastest-growing education management organizations in the United States, providing a wide variety of educational choices to over 82,000 students in more than 150 schools across Florida, South Carolina, North Carolina, and Louisiana.<br /><br /><strong>Charter Schools USA is an Equal Opportunity Employer.</strong> https://www.charterschoolsusa.com/apps/pages/index.jsp?uREC_ID=394111&type=d

keywords: job purpose,additional informaiton,analysis,quality assurance,onboarding,communication,support,maintenance,technology,develop,design,implementation,encourage,experience,skills,success,knowledge,solutions,organization,document,degree

Full-Time

N/A

Overview: <p><strong>About RDAI Labs</strong></p> <p>RDAI Labs builds practical, ethical AI tools designed specifically for education. Our flagship platform, <strong>Ethos Intelligence</strong>, includes products such as <strong>Ethos Educate</strong> (for teachers) and <strong>Ethos Study</strong> (for students). These tools are designed to enhance learning, improve instructional efficiency, and responsibly integrate AI into classrooms.</p> <p>RDAI Labs partners with school networks and districts to deploy AI solutions that are safe, transparent, and highly usable in real educational environments. Our first major implementation partner serves over <strong>80,000 students, 5,000 teachers, and 100 schools</strong>, and we anticipate rapid scale as adoption grows.</p> <p>As we expand, we are looking for a <strong>Customer Experience &amp; Product Success Lead</strong> who will own the educator and district user experience for Ethos Intelligence from onboarding through ongoing support, while also serving as a critical feedback bridge to product development.</p> <p>&nbsp;</p> <p><strong>Why This Role Matters</strong></p> <p>RDAI Labs is building AI tools that will shape how educators and students responsibly interact with artificial intelligence. The Customer Experience &amp; Product Success Lead ensures that these tools are not only powerful but also usable, trusted, and continuously improving based on real classroom feedback.</p> <p>This role will directly influence how thousands of educators experience AI in their daily work--and will play a critical role in shaping the future evolution of the Ethos Intelligence platform.</p> <p>&nbsp;</p> <p><strong>Position Summary</strong></p> <p>The Customer Experience &amp; Product Success Lead is responsible for ensuring that customers successfully adopt and use Ethos Intelligence products. This role owns the <strong>full customer support and onboarding experience prior to engineering escalation</strong>, ensuring that teachers, school leaders, and district technology teams receive timely assistance and clear guidance.</p> <p>This role combines elements of <strong>customer success, SaaS support operations, onboarding enablement, and product feedback management</strong>. The ideal candidate will help customers solve problems, maintain documentation and help resources, manage support workflows, and translate user feedback into actionable insights for product improvement.</p> <p>While the role initially focuses heavily on supporting a single large client network, it is designed to scale as Ethos Intelligence expands to additional districts and school systems.</p> <p>This is not a call-center support role. The right candidate will develop deep familiarity with the product, serve as a trusted resource for users, and actively contribute to improving the platform through structured feedback and insight.</p>
Responsibilities: <p><strong>Customer Onboarding &amp; Success</strong></p> <ul> <li>Serve as the primary post-sale contact for customers onboarding onto Ethos Educate and Ethos Study</li> <li>Guide district technology leaders, school administrators, and teachers through onboarding processes and early product adoption</li> <li>Ensure smooth handoff from the sales process to active platform use</li> <li>Support customer implementation contacts by answering questions and helping troubleshoot onboarding challenges</li> <li>Monitor onboarding completion and early engagement metrics to ensure users reach initial success milestones</li> </ul> <p><strong>Customer Success Operations</strong></p> <ul> <li>Design, launch, and initially own the Ethos Intelligence help desk across email and AI-assisted chat channels</li> <li>Respond to user inquiries related to product functionality, configuration, usage questions, and billing issues</li> <li>Triage incoming requests and resolve non-technical issues before escalating to engineering</li> <li>Maintain clear internal escalation procedures for technical issues</li> <li>Track ticket resolution times and ensure timely responses to users</li> <li>Maintain high customer satisfaction through responsive, helpful communication</li> </ul> <p><strong>Documentation &amp; Support Deflection</strong></p> <ul> <li>Build and maintain a comprehensive <strong>help center and documentation library</strong> for Ethos Intelligence</li> <li>Create clear tutorials, onboarding guides, troubleshooting resources, and FAQs</li> <li>Develop short instructional materials such as walkthroughs or micro-guides that help users resolve common issues independently</li> <li>Continuously update documentation based on recurring support requests</li> <li>Measure and improve support deflection by ensuring documentation answers common questions effectively</li> </ul> <p><strong>Product Feedback &amp; Improvement</strong></p> <ul> <li>Systematically collect user feedback from support interactions, onboarding sessions, and customer communications</li> <li>Identify patterns in customer issues and product friction points</li> <li>Translate user feedback into structured insights for the engineering/product teams</li> <li>Provide clear bug reports including reproduction steps and context</li> <li>Participate in internal product discussions and provide the "voice of the user" perspective</li> </ul> <p><strong>Customer Relationships &amp; Communication</strong></p> <ul> <li>Serve as a trusted operational contact for district technology leaders and implementation partners</li> <li>Coordinate with customer-side implementation teams when issues arise</li> <li>Provide updates, guidance, and clarifications regarding product features and updates</li> <li>Ensure customers feel supported and confident in using Ethos products</li> </ul> <p><strong>Support Infrastructure &amp; Vendor Management</strong></p> <ul> <li>Design and maintain scalable support workflows and processes</li> <li>Evaluate and implement tools for ticketing, chat support, and documentation management</li> <li>Manage outsourced support partners as needed when support demand grows</li> <li>Ensure external support teams are properly trained on the product and follow established support protocols</li> <li>Maintain quality control for outsourced support interactions</li> </ul> <p><strong>User Community &amp; Enablement</strong></p> <ul> <li>Develop lightweight user enablement initiatives such as office hours, user tips, or knowledge-sharing sessions</li> <li>Encourage best practice sharing among educators and district staff</li> <li>Support initiatives that improve adoption and reduce repetitive support requests</li> </ul>
Requirements: <p>Bachelor's degree or equivalent experience</p> <p>3--6 years of experience in one or more of the following areas:</p> <ul> <li>Customer success or customer support in a SaaS environment</li> <li>Product support or technical customer care</li> <li>EdTech platform support or implementation</li> </ul> <p>Strong written communication skills with the ability to clearly explain software functionality to non-technical users</p> <p>Demonstrated ability to troubleshoot product issues and guide users through solutions</p> <p>Experience using SaaS platforms and help desk tools</p> <p>Strong organizational skills and ability to manage multiple customer issues simultaneously</p> <p>Customer-first mindset and commitment to high-quality user experiences</p> <p>&nbsp;</p> <p><strong>Preferred</strong></p> <p>Experience supporting education technology platforms</p> <p>Familiarity with AI tools or generative AI platforms</p> <p>Experience creating help center documentation or knowledge bases</p> <p>Ability to reproduce bugs and clearly document technical issues</p> <p>Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools</p> <p>Experience managing outsourced support teams or vendor partners</p> <p>Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows</p> <p>&nbsp;</p> <p><strong>Key Metrics for Success</strong></p> <p>Success in this role will be measured through a combination of operational and customer experience metrics, including:</p> <ul> <li>Onboarding completion rates for new customers</li> <li>Ticket response and resolution times</li> <li>Support deflection through effective documentation and self-service resources</li> <li>Customer satisfaction with support interactions</li> <li>Quality and usefulness of product feedback provided to engineering</li> <li>Reduction in repetitive support issues through improved documentation and onboarding</li> </ul>