Customer Support

• Ensure a positive and consistent journey for families and school partners.
• Map customer journeys and touchpoints, identifying opportunities and designing solutions that simplify and delight.
• Create and evolve experience blueprints and onboarding, upsell, and cross-sell flows in partnership with Customer Relations, Marketing, and Product teams.
• Translate customer data and feedback into practical actions — from prototypes and wireframes to improvement plans.
• Monitor and improve satisfaction metrics (NPS, CES, and CSAT), consolidating analyses and action plans.
• Ensure visual, verbal, and operational brand consistency across all touchpoints.
• Support campaigns and communications with CX insights, ensuring alignment with the customer's expected experience.
• Work on process improvement projects using Design Thinking and Service Design methodologies.
• Promote and strengthen a customer-centric culture, ensuring alignment between brand, product, and customer service.
• Lead and participate in experience review rituals, ensuring visibility and prioritization of key satisfaction and delight topics.

Customer Experience Analyst, CX

Customer Support Intern

Junior Customer Experience Analyst

Customer Success Consultant

Customer Success Assistant