Customer Experience Operations Associate

Customer Experience Operations Associate

(Remote, Full-Time)

Join Coursemojo, an innovative 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 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 two full-time Customer Experience (CX) Operations Associates.

Why is this role important?

CX Operations Associates will play a critical role collaborating with and supporting internal teams (Product, Development, Content, & Success) across the product development and delivery process to ensure quality control (QAQC) and an exceptional experience by end users.  They will also directly support our district partners, and their teachers and students, as they onboard and grow their usage of Mojo. The ideal candidate is highly organized, detail oriented, and efficient, capable of learning new software and processes quickly, managing an evolving weekly workflow, and bringing a lens of constant improvement. You will have the opportunity to manage a wide variety of projects and tasks, and develop your skills as an operations leader under our Director of Customer Experience.

What will you do?

Project Management & Operational Support

• Help develop and manage project workplans for activity creation & QAQC in JIRA and Google Sheets, upholding firm project timelines and relaying hurdles to the team.
• Co-create, codify, and maintain clear processes for AI Activity creation, review, revision, and finalization.
• Possess impeccable organization and knowledge management skills. Manage team activity archives in alignment with Coursemojo’s standards.
• Maintain meticulous records of a project's progress, including drafts, feedback, revisions, and approvals and maintaining the organizational systems for both scale and cross-team transparency.

Customer Support Design & Provision

• Create and maintain external and internal-facing knowledge base articles, resources, and processes for customer support provision.
• Partner with district/school clients, providing onboarding and implementation support.
• Partner with IT teams teams to ensure conditions are in place for successful implementations.
  
  

Tech Proficiency & Ongoing Professional Growth

• Possess a high degree of basic technical proficiency (Word, Sheets, Drive) and the ability to easily master new software.
• Openness to incorporating modern technology, specifically generative AI, into your work processes and leverage them to achieve strong learning outcomes for teachers and their students.
• Continuous learner with the drive to understand the technical dependencies of other internal teams at Coursemojo

Special Projects

• Given this is a founding role, we expect the roles and responsibilities to evolve slightly over time, informed by your abilities and interest, and for you to support the team with the ownership of special projects throughout the year.

What are we looking for?

Requirements

• 0-2+ years of operations, project management, and/or customer support experience
• You are a strong project manager with exceptional attention to detail and the skills to manage complex projects across multiple stakeholders to meet deadlines 
• You know how to balance multiple workstreams and tasks, prioritize, and get things done
• You are process oriented, and have a mindset of continuous improvement
• You are an exceptional communicator and can influence internal and external stakeholders
• You are flexible and solution-oriented; you take it upon yourself to problem solve and get creative when you see challenges or opportunities ahead
• You are in constant learning mode and thrive on feedback; you take ownership over failures and see them as an opportunity to learn
• You are most successful in an entrepreneurial, collaborative, and fast-paced environment
• You are proficient in PowerPoint, Excel, Word, and Google Suite

Preferred (Not Required)

• Prior experience in education or ed tech

Where is this position located?

This is a full-time, fully remote position for candidates based in the United States and 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 $61,700-$72,600. Where you fall within this range will be based on the competitiveness of your local labor market, with Tier 1 labor markets like NYC & SFO at the high-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.

How to Apply

Submit your application here.