CAREERS

The Role and the Team

We’re looking for an experienced UX/UI Designer to join our Product team at Edusoft. In this role, you will be responsible for designing intuitive, user-centered experiences across our suite of digital English learning and assessment solutions.
You will contribute to both student- and teacher-facing platforms, supporting learners as they build English proficiency, achieve academic and career goals, and prepare for high-stakes exams. Our users include students, educators, and institutions, and we are currently extending our solutions to also serve test-takers accessing the platform through institutional and governmental programs, as part of a B2B2C model.
You will report to the Director of Product and work closely with a multidisciplinary team that includes product managers, developers, content specialists, pedagogical experts, and QA professionals.
This is a hands-on design role with involvement throughout the product lifecycle — from research and ideation to wireframes, prototypes, and high-fidelity UI. Your work will play a key role in shaping engaging, accessible, and effective learning and assessment experiences for users around the world.

Key Responsibilities:

•Design user-centered, accessible experiences for web and mobile platforms•
•Translate product, pedagogical, and business needs into effective UX flows and prototypes
•Conduct user research and usability testing to inform design decisions
•Collaborate with cross-functional teams to ensure seamless implementation
•Use data and behavioral insights to optimize user experience and engagement
•Design for multilingual and culturally diverse audiences
•Develop design systems and component libraries that enable consistency across our product portfolio

Qualifications:

• 5+ years of UX/UI experience in digital products (B2C and/or B2B), designing interactive and engaging user experiences
• Preferably in EdTech – can translate pedagogical goals into effective UX flows
• Strong understanding of responsive, mobile-first design; familiarity with React Native is a plus
• Strong portfolio showcasing excellent UI/UX, visual design, and engaging user experiences
• Proficient in Figma and user testing methods
• Ability to leverage user research and data-driven insights to refine and optimize designs
• Comfortable working in a fast-paced, cross-functional, and global team environment
• Fluent in English (spoken and written)
• Familiarity with LMS platforms is an advantage
• Up to date with UX best practices, EdTech trends, and AI tools for design workflows

The Role and the Team

We are seeking a highly skilled and customer-focused Onboarding & Technical Support Specialist to handle complex, high-priority technical issues from a remote environment.
In this role, you will serve as the key liaison between customers, technical support teams, engineering to drive timely and effective resolution of escalated cases.
This position requires strong technical acumen, particularly with bot knowledge bases, excellent problem-solving abilities, and fluency in both English and Spanish.
Success in this role means balancing technical resolution with exceptional communication, ensuring customer satisfaction every step of the way.

Responsibilities

Onboarding & Escalation Management
•Responsible for continuously evaluating and refining the onboarding process to ensure its effectiveness, scalability, and alignment with evolving support strategies and best practices.
•Experience with remote training to clients.
•Serve as the main point of contact for escalated technical support cases.
•Prioritize and manage critical issues to resolution using remote collaboration tools.
•Maintain clear, timely, and proactive communication with customers throughout the escalation process.
•Collaborate closely with CS team , technical support, engineering, and product teams to drive case resolution.

Technical Expertise
•Troubleshoot complex issues and provide remote guidance to frontline support staff.
•Document recurring issues and contribute to an evolving remote-accessible knowledge base.

Bilingual Customer Communication (English & Spanish)
•Communicate technical information clearly, professionally, and empathetically in both languages.
•Deliver support that ensures customer understanding and satisfaction, especially during sensitive escalations.
•Handle challenging conversations with diplomacy and tact.
Process Improvement
•Evaluate and recommend improvements to escalation protocols and support processes.
•Contribute to the creation of documentation, training materials, and knowledge base articles.
•Familiarity with AI-driven customer service bots and virtual agent platforms.
•Analyze escalation trends to identify root causes and areas for optimization.

Reporting & Analysis
•Track and report on key escalation metrics such as resolution time and customer satisfaction.
•Provide regular updates to leadership using remote reporting dashboards and tools.
•Leverage data insights to drive continuous improvement in support operations.

Team Collaboration
•Work closely with cross-functional teams to resolve issues and share learnings.
•Offer technical mentorship to cs team members.
•Provide feedback to technical support engineering team regarding product bugs and performance concerns.
•Foster a culture of teamwork and accountability in a remote work environment.

Qualifications

•Bachelor’s degree in Information Technology, or a related field, or equivalent work experience.
•Proven experience in technical support and escalation management (remote setting preferred).
•Strong troubleshooting abilities, especially with bot knowledge bases and automation tools.
•Fluent in both English and Spanish (written and verbal).
•Excellent interpersonal and communication skills.
•Ability to manage complex issues in a fast-paced, fully remote environment.
•Experience with CRM systems, ticketing platforms, and virtual support tools.
•Solid understanding of networking, operating systems, and related technologies.