About us:
We are seeking a highly skilled Senior UX Researcher & Premium CX Lead to join our team.
At Praktika.ai we are on a mission to deliver efficient and engaging learning experiences for billions of students worldwide by bridging the gap between learning apps and human tutors.
We have done this by creating a fully automated language tutorship experience powered by generative AI Avatars. After raising $30 million in Series-A funding, we are growing and looking for a Senior UX Researcher & Premium CX Lead to join us!
We are a global small team of 40 innovators who are pushing the boundaries of what’s possible in language learning and tutoring.
In this fast-paced environment we like independent self-starters who can work well in a team as well as unassisted and who enjoy the working environment of an early-stage startup
About the Role
We're looking for a senior UX Researcher who thrives on talking to users at scale. Someone who doesn't just run interviews but embeds in the day-to-day experience of our most active customers - surfacing insights, fixing pain points, and improving the end-to-end experience of our AI-driven language learning app.
You’ll be the connective tissue between our premium users and our product team. You’ll jump into real conversations, monitor community channels, analyze logs, and own our CSAT. And yes, you’ll personally help 100 premium users per week - but through that, you’ll get an unparalleled pulse on what’s working, what’s not, and where the product should go next.
If you’re a UX researcher who likes getting your hands dirty, and wants your insights to ship fast, this is the role.
What You’ll Do with us:
User Interaction & Insight Gathering (50%)
- Engage directly with premium users via support tickets, community channels (especially Discord), and async follow-ups.
- Monitor conversations for patterns, frustrations, drop-offs, and language that signals deeper UX issues.
- Combine direct interaction with qualitative data (tagged issues, repeat complaints, verbatims) to map out friction points.
Research & Root Cause Analysis (25%)
- Go beyond symptoms: use app logs, error reports, and AI responses to understand why things go wrong.
- Partner with product and engineering to close the loop on usability issues, bugs, and confusing flows.
- Define and prioritize product opportunities based on frequency, severity, and user impact - grounded in real conversations.
Premium CX Management (15%)
- Deliver high-touch, fast-response support to ~100 premium customers per week — not because you “do support” but because it's the fastest path to real user understanding.
- Set a tone of helpfulness, precision, and humility that makes people feel heard and respected.
- Be the escalation point for VIPs and frustrated users — and help turn them into fans.
Metrics, Reporting, and Feedback Loops (10%)
- Own and improve CSAT: this is your main success metric.
- Track sentiment, time to resolution, and issue recurrence.
- Document your learning in usable formats (decks, Notion pages, Looms) for product, AI, and design teams.
Customer Support (50%)
- Deliver high-quality, high-touch support to ~100 premium users per week via email, chat, and video (if needed).
- Personally cover the support channel in our Discord community, engaging with users directly and closing the loop quickly.
- Troubleshoot user issues using app logs, escalating to the appropriate team when necessary.
- Be the voice of the customer - log insights and work directly with product and engineering to fix root issues.
What we look for from you:
- 4–8 years in UX research, product discovery, design research, or similar roles.
- You can read an app log, spot weird logic in a support thread, and sniff out UX traps others miss.
- High ownership mindset: you don’t wait to be told - you find issues and fix them.
- Superb written communicator, async-first, with a high empathy-to-ego ratio.
- Strong debugging chops: you’ve worked with tools like Sentry, Datadog, or custom logging pipelines before.
- Experience working with AI products or LLM-based tools is a strong plus.
Why should you join Praktika:
- Be part of the story of one of the fastest-growing early-stage consumer AI companies globally
- Work with a highly ambitious team using the best technologies on the market
- Drive innovation and make a significant impact in the AI and education sectors
- Competitive salary
- Flexibility to work remotely
- Health and wellness benefits to support your overall well-being
- Opportunity for rapid career growth and personal development
- Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools
- Annual educational budget of up to $1,000
