Customer Experience Engineer (Early Career)
About TrueLeap
TrueLeap is a next-generation knowledge company building infrastructure that transforms how learning, expertise, and human insight become data-driven value. Our platform combines LMS, CMS, and content marketplace capabilities with advanced knowledge engineering and AI-driven learning experiences.
We serve educators, institutions, creators, and communities globally — with a mission to make high-quality learning accessible, measurable, and scalable. We are looking for an early-career Customer Experience Engineer who is excited about working directly with customers, solving problems, and elevating the experience of learners and creators across the TrueLeap ecosystem.
Role Overview
As a Customer Experience Engineer, you will sit at the intersection of customer support, product engineering, and solution delivery. You will help customers fully leverage TrueLeap’s platform by providing technical assistance, guiding onboarding, and supporting their content and integration needs.
You will work closely with the product and engineering teams to advocate for customer feedback and maintain a high-quality platform experience. This role is ideal for someone who enjoys technical problem-solving, excels at communication, and is passionate about modern education technology.
Key Responsibilities
Customer Support & Success- Deliver responsive, clear, and empathetic customer support through chat, email, and video calls.
- Communicate complex technical information in clean, accessible English.
- Lead onboarding sessions and guide customers through platform setup and best practices.
- Support customers in uploading content, configuring settings, and using key platform features.
- Assist with API integrations and troubleshoot configuration issues.
- Develop and maintain technical documentation, user guides, and support articles.
- Test new features to ensure a seamless customer experience before release.
- Use Jira exclusively to document bugs, track issues, and collaborate with engineering.
- Monitor platform performance and escalate critical issues effectively.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, Information Systems, EdTech, or a related field.
- 0–2 years of experience in customer support, technical support, or software implementation roles.
- Exceptional communication skills in English — both written and verbal — with the ability to explain technical concepts clearly.
- Strong problem-solving, analytical, and customer-centric mindset.
- Ability to quickly learn new tools, systems, and domain concepts.
Preferred Skills
- Experience with LMS platforms, SaaS products, or EdTech ecosystems.
- Basic understanding of APIs, HTML/CSS, or database fundamentals.
- Hands-on familiarity with Jira for issue tracking and workflow management.
- Exposure to UI/UX feedback or QA testing processes.
- Multilingual skills (especially English + French) are a plus for Africa-focused operations.
Why Join TrueLeap?
- Help shape the future of global learning and knowledge infrastructure.
- Collaborate with mission-driven innovators in AI, education, and digital transformation.
- Fast-paced growth environment with mentorship and advancement opportunities.
- Work culture built on ownership, creativity, and continuous learning.