UX Researcher & Premium CX Lead

The Senior UX Researcher & Premium CX Lead will engage directly with premium users to gather insights and improve the user experience of the AI-driven language learning app. They will also analyze user interactions and work closely with product and engineering teams to address usability issues.

Responsibilities

• 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
• 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
• Deliver high-touch, fast-response support to ~100 premium customers per week
• 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
• 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
• 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

Requirements

• 4–8 years in UX research, product discovery, design research, or similar roles
• High ownership mindset
• Superb written communicator, async-first, with a high empathy-to-ego ratio
• Strong debugging chops: experience with tools like Sentry, Datadog, or custom logging pipelines
• Experience working with AI products or LLM-based tools is a strong plus

Key Skills

• UX research
• Product discovery
• Design research
• High ownership mindset
• Superb written communication
• Async-first
• High empathy-to-ego ratio
• Strong debugging
• Experience with tools like Sentry, Datadog, or custom logging pipelines
• Experience with AI products or LLM-based tools

Benefits

• 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