CX & Product Success Lead,RDAI

Charter Schools USA•Fort Lauderdale, FL

About The Position

RDAI Labs builds practical, ethical AI tools designed specifically for education. Our flagship platform, Ethos Intelligence, includes products such as Ethos Educate (for teachers) and Ethos Study (for students). These tools are designed to enhance learning, improve instructional efficiency, and responsibly integrate AI into classrooms. 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 80,000 students, 5,000 teachers, and 100 schools, and we anticipate rapid scale as adoption grows. As we expand, we are looking for a Customer Experience & Product Success Lead 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. This role matters because RDAI Labs is building AI tools that will shape how educators and students responsibly interact with artificial intelligence. The Customer Experience & Product Success Lead ensures that these tools are not only powerful but also usable, trusted, and continuously improving based on real classroom feedback. 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. The Customer Experience & Product Success Lead is responsible for ensuring that customers successfully adopt and use Ethos Intelligence products. This role owns the full customer support and onboarding experience prior to engineering escalation, ensuring that teachers, school leaders, and district technology teams receive timely assistance and clear guidance. This role combines elements of customer success, SaaS support operations, onboarding enablement, and product feedback management. 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. 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. 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.

Requirements

Bachelor's degree or equivalent experience
3--6 years of experience in one or more of the following areas: Customer success or customer support in a SaaS environment, Product support or technical customer care, EdTech platform support or implementation
Strong written communication skills with the ability to clearly explain software functionality to non-technical users
Demonstrated ability to troubleshoot product issues and guide users through solutions
Experience using SaaS platforms and help desk tools
Strong organizational skills and ability to manage multiple customer issues simultaneously
Customer-first mindset and commitment to high-quality user experiences

Nice To Haves

Experience supporting education technology platforms
Familiarity with AI tools or generative AI platforms
Experience creating help center documentation or knowledge bases
Ability to reproduce bugs and clearly document technical issues
Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
Experience managing outsourced support teams or vendor partners
Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows

Responsibilities

Serve as the primary post-sale contact for customers onboarding onto Ethos Educate and Ethos Study
Guide district technology leaders, school administrators, and teachers through onboarding processes and early product adoption
Ensure smooth handoff from the sales process to active platform use
Support customer implementation contacts by answering questions and helping troubleshoot onboarding challenges
Monitor onboarding completion and early engagement metrics to ensure users reach initial success milestones
Design, launch, and initially own the Ethos Intelligence help desk across email and AI-assisted chat channels
Respond to user inquiries related to product functionality, configuration, usage questions, and billing issues
Triage incoming requests and resolve non-technical issues before escalating to engineering
Maintain clear internal escalation procedures for technical issues
Track ticket resolution times and ensure timely responses to users
Maintain high customer satisfaction through responsive, helpful communication
Build and maintain a comprehensive help center and documentation library for Ethos Intelligence
Create clear tutorials, onboarding guides, troubleshooting resources, and FAQs
Develop short instructional materials such as walkthroughs or micro-guides that help users resolve common issues independently
Continuously update documentation based on recurring support requests
Measure and improve support deflection by ensuring documentation answers common questions effectively
Systematically collect user feedback from support interactions, onboarding sessions, and customer communications
Identify patterns in customer issues and product friction points
Translate user feedback into structured insights for the engineering/product teams
Provide clear bug reports including reproduction steps and context
Participate in internal product discussions and provide the "voice of the user" perspective
Serve as a trusted operational contact for district technology leaders and implementation partners
Coordinate with customer-side implementation teams when issues arise
Provide updates, guidance, and clarifications regarding product features and updates
Ensure customers feel supported and confident in using Ethos products
Design and maintain scalable support workflows and processes
Evaluate and implement tools for ticketing, chat support, and documentation management
Manage outsourced support partners as needed when support demand grows
Ensure external support teams are properly trained on the product and follow established support protocols
Maintain quality control for outsourced support interactions
Develop lightweight user enablement initiatives such as office hours, user tips, or knowledge-sharing sessions
Encourage best practice sharing among educators and district staff
Support initiatives that improve adoption and reduce repetitive support requests