Senior Product Designer
1KOMMA5°
UX Researcher / Premium CX Lead
Praktika.ai
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Engage directly with premium users via support tickets, community channels (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 to map out friction points
- Use app logs, error reports, and AI responses to understand root causes
- 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
- Deliver high-touch, fast-response support to ~100 premium customers per week via email, chat, and video
- Personally cover the support channel in Discord and troubleshoot user issues using app logs
- Own and improve CSAT and track sentiment, time to resolution, and issue recurrence
- Document learnings in usable formats for product, AI, and design teams
Requirements
- 4–8 years in UX research, product discovery, design research, or similar roles
- Can read an app log and spot weird logic in a support thread
- High ownership mindset
- Superb written communicator, async-first, with a high empathy-to-ego ratio
- Strong debugging chops: experience with Sentry, Datadog, or custom logging pipelines
- Experience working with AI products or LLM-based tools is a strong plus
