Coursedog

• Lead and scale a high-performing team of Technical Support Analysts • Own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time • Champion AI usage and automation to enhance customer support • Analyze Support Ticket volumes and quality trends • Own the onboarding plans for new Technical Support Analysts • Train and develop the team's technical expertise • Collaborate with Product, Engineering, Customer Success, Data Engineering, and User Education • Manage the rollout for large feature releases • Project manage the implementation of global Customer Support team • Champion the adoption and integration of AI-driven tools and automation solutions

Role Description As the Manager, Customer Support at Coursedog, you will lead and scale a high-performing team of Technical Support Analysts focused on delivering exceptional customer experiences through technical expertise, operational excellence, and customer empathy. You will develop a deep understanding of customer challenges and work cross-functionally to share customer feedback that drives product improvements. You will own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time, while driving operational improvements that help scale the team and ensure high-quality, consistent customer support. You will champion AI usage and automation to scale the team's impact, driving ticket deflection, accelerating resolution times, and enabling analysts to focus on the highest-value customer interactions. This role is ideal for a hands-on leader who thrives in fast-paced environments, enjoys solving complex operational challenges, and can balance strategic thinking with day-to-day execution. This position offers a competitive base salary between $110,000 – $130,000, based on experience and qualifications. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $130,000 – $150,000 when performance objectives are achieved. What You’ll Do - Team Performance: Be accountable for the Support Team’s KPIs, including ticket backlog, CSAT, Service Level Agreements, Average Resolution Time, AI/Automation deflection rate, self-service resolution rate and the consistent delivery of high-quality customer support experiences. - Tools Implementation & Management: Own operations and upkeep of current Support Team tools (Salesforce, Jira, Notion). Partner with our Operations team to drive new AI/Automation functions to service customers and scale the support team. - Reporting & Data: Analyze Support Ticket volumes and quality trends to provide deeper insights into customer challenges and team performance. Identify upstream solutions and scalable process improvements that improve support quality, consistency, and ticket deflection. - Onboarding: Own the creation and ongoing management of onboarding plans for new Technical Support Analysts (TSAs), offering strong leadership and clear expectations, with a strong focus on quality, consistency, customer empathy, and AI/Automation scaling techniques. Support the VP, Technology Services with staffing recommendations for the team based on deployed customer forecasts. - Training & Enablement: Train and develop the team's technical expertise, product knowledge, and proficiency with AI/automation tooling. Offer ongoing training and deep-dive ticket reviews to drive faster, higher-quality resolutions. Establish quality standards and coaching practices that improve customer outcomes. Lead annual performance reviews. - Collaboration: Work closely with Product, Engineering, Customer Success, Data Engineering, and User Education to share insights and trends on current customer challenges. Partner cross-functionally to improve the quality and consistency of customer-facing experiences. Manage the rollout for large feature releases ensuring proper QA, documentation, and training. - Global Support Implementation: Meticulously project manage the implementation and ongoing support of Coursedog’s global Customer Support team. Act as the point person for our third party vendor. - AI & Automation Strategy: Champion the adoption and integration of AI-driven tools and automation solutions across the Support organization. Identify opportunities to leverage AI for workflow optimization, ticket deflection, agent enablement, customer self-service, and operational scalability while maintaining a high-quality customer experience. - Innovation & Continuous Improvement: Stay informed on emerging trends, technologies, and best practices within customer support and SaaS operations. Continuously evaluate new processes, tooling, and AI-enabled capabilities that improve team effectiveness, operational scalability, and customer satisfaction. Qualifications - 3+ years leading a technical support team for an enterprise, high-growth organization - Proven track record in leading and scaling high-functioning Support teams - Strong experience with APIs and technical troubleshooting, enabling you to coach and mentor the Support team - Strong, hands-on experience with Support Team tools such as Salesforce, ServiceNow, etc. - Hands-on experience deploying AI-enabled support capabilities in production (e.g., agent-assist, AI chatbots, intelligent routing, or automated deflection workflows), including vendor evaluation and driving adoption across a team - Demonstrated hands-on experience leveraging AI and automation solutions to improve support workflows, team efficiency, and customer outcomes - Excellent analytical and problem-solving skills, with a bias for action and a growth mindset - Deep familiarity with modern customer support platforms and operational tooling, with the ability to optimize processes and drive adoption across teams for quality and output - Proven success partnering cross-functionally with Engineering and Product teams to resolve complex technical issues and advocate for customer needs - Exceptional written and verbal communication skills, with the ability to build trust and communicate clearly with both internal stakeholders and external customers - Strong aptitude for continuous learning, with a demonstrated ability to quickly absorb new technologies, systems, and processes - Thrives in fast-paced, high-growth environments, with the adaptability to manage evolving priorities and scale support operations effectively Benefits - Healthcare, Dental & Vision: Fixed contribution model for medical, dental, and vision coverage. - Retirement Planning: 401(k) plan from day one with a 4% employer match starting January 1, 2026. - Paid Time Off: Unlimited Paid Time Off policy. - Remote-First Since Inception: Commitment to being a remote-first organization. - Equity: All employees are granted equity in the company. - Paid Parental Leave: Up to 6 weeks of Paid Bonding Leave at 100% of base pay, plus additional leave for birthing parents.

• Own quality for data synchronization engine connecting with multiple Student Information Systems • Design and execute testing strategies for API behavior and complex merge logic • Validate merge logic, conflict resolution, and bidirectional synchronization behavior • Analyze integration errors and identify root causes of data inconsistencies • Manage and maintain test cases in Qase • Triage CI/CD failures and build automated test coverage for integration pipelines

The Opportunity As a Senior QA Engineer, Data Integrations at Coursedog, you’ll own quality for one of the most critical parts of our platform: the bidirectional data synchronization engine that connects our system with 20+ Student Information Systems (SIS). You’ll ensure that complex, high-volume data flows — including nightly, real-time, and manual integrations — are reliable, accurate, and scalable across a diverse set of institutional environments. Reporting directly to the QA Manager and collaborating closely with engineering, product, and data teams, you’ll design and execute testing strategies that validate everything from API behavior to complex merge logic and conflict resolution. This role is ideal for a deeply technical QA engineer who enjoys working in data-intensive systems and solving complex integration challenges. If you’re excited about building robust test systems and ensuring mission-critical integrations flow effortlessly this is an opportunity to make a meaningful impact. This position offers a competitive base salary between $80,000–$90,000, based on experience and qualifications. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $90,000-$100,000 when performance objectives are achieved. Start date: This role has an anticipated start date of July 2026 or later. Note: We are a fully remote company and considering candidates from around the globe. What You’ll Do Day-to-Day - Design, build, and maintain end-to-end and API test suites using Cypress and Playwright - Develop test scenarios for SIS integrations, including create/update/delete flows across multiple platforms - Validate merge logic, conflict resolution, and bidirectional synchronization behavior - Analyze merge reports, investigate integration errors, and identify root causes of data inconsistencies - Manage and maintain test cases in Qase - Triage CI/CD failures, distinguishing between flaky tests and real defects - Build and maintain automated test coverage for integration pipelines, including real-time, nightly, and manual sync processes Strategic - Drive shift-left testing practices and improve quality earlier in the development lifecycle - Expand automation frameworks and increase test coverage across integration workflows - Establish performance, visual regression, and accessibility testing baselines - Advocate for QA best practices and elevate quality standards across the organization

• Own and evolve the systems that power Coursedog’s revenue engine, focusing on Salesforce • Shape the Salesforce roadmap and translate business needs into scalable solutions • Partner with various teams to identify opportunities and prioritize work • Lead day-to-day operations and delivery across the systems portfolio • Direct and coordinate offshore Salesforce Administrators/Developers • Design and build complex Salesforce Flows and manage object design • Own the prioritization of GTM systems work and stakeholder communication • Identify and deploy AI agent use cases to improve workflows and automation

The Opportunity As Coursedog’s Business Systems Lead, you’ll own and evolve the systems that power our revenue engine, with a primary focus on Salesforce. Sitting within the centralized Systems team, this is a player-coach role that blends product ownership, delivery leadership, and hands-on building. You’ll be responsible for shaping the Salesforce roadmap, translating business needs into scalable solutions, and ensuring our systems enable teams to move efficiently and make data-driven decisions. While Salesforce is the core platform, this role carries operational ownership across the full GTM systems ecosystem — including billing, support tooling, and revenue operations infrastructure — ensuring these systems are stable, scalable, and tightly integrated. You'll partner closely with GTM, Customer Experience, Finance, Operations, and Product & Engineering to identify opportunities, prioritize work, and deliver high-impact improvements. Operating under the strategic direction of the VP of Enterprise Systems & Architecture, you’ll own day-to-day operations, delivery, and stakeholder relationships across the systems portfolio while leading a small offshore team. You’ll own sprint delivery and continuously improve how systems are designed, built, and maintained. With a strong focus on AI and automation, you’ll help modernize workflows, reduce manual effort, and create a more intelligent, scalable systems foundation. This role is ideal for someone who thrives in both strategy and execution — equally comfortable defining roadmap priorities and jumping into Flow Builder to solve complex problems. If you’re energized by untangling complexity, building elegant solutions, and driving meaningful impact across the business, this is an opportunity to shape a critical function at Coursedog. This role offers a competitive base salary ranging from $110,000 - $130,000, depending on experience. The position also includes a performance-based variable compensation plan, bringing the total on-target earnings (OTE) to $120,000 - $150,000 when goals are met. What You’ll Own Salesforce Product Ownership - Roadmap & Backlog: Own the Salesforce product roadmap and manage the systems team’s Jira sprint cadence: write and groom tickets, run sprint planning and retrospectives, prioritize enhancements and tech debt, and keep delivery visible and predictable for stakeholders. - Requirements & Discovery: Lead stakeholder discovery sessions, write user stories with clear acceptance criteria, and translate business needs into specs that your offshore admin team can execute with precision.  - Process Design: Map current-state and future-state workflows, identify gaps, and define scalable solutions before a single Flow is created. - Release Management: Coordinate UAT, release readiness, and post-launch adoption across GTM, Customer Experience, Operations and Finance — ensuring what ships actually sticks. - Stakeholder Communication: Serve as the communication hub between business stakeholders and the delivery team — running standups, managing async coordination with the offshore admin team, writing release notes, and presenting roadmap progress to leadership. Systems Ownership - GTM Ecosystem Operations: Maintain operational health and day-to-day support across Coursedog's GTM systems portfolio — including Maxio, Service Cloud, DealHub, Pardot, Tableau, Outreach, Clay, and integration tooling — ensuring platforms are stable, accessible, and fit for purpose as the stack evolves. - Functional Team Support: Serve as the technical delivery partner for functional leads across RevOps, Customer Success, and Product & Engineering Operations — translating their business needs into system solutions, triaging issues, and managing a prioritized queue of requests across the portfolio. - Integration Layer Awareness: Maintain working familiarity with how data and workflows move across the ecosystem via integration and automation tooling (currently Workato, Zapier, and n8n), coordinating with the VP of Enterprise Systems & Architecture on design decisions and escalations. - Stakeholder Prioritization: Own the prioritization of GTM systems work — balancing functional team needs against capacity and strategic direction, managing trade-offs, and maintaining visibility for stakeholders on what's in flight, what's next, and what's been deferred. Escalate to the VP of Enterprise Systems & Architecture where cross-functional or architectural decisions require broader input. - Platform Judgment: Approach the systems portfolio with curiosity and a bias toward simplification — able to quickly develop working knowledge of new tools, evaluate fit, and form a point of view on what's worth keeping, consolidating, or replacing. Delivery Management - Offshore Team: Direct and coordinate a team of 3 offshore Salesforce Administrators/ Developers — assign work, review builds, provide QA feedback, and ensure output meets architecture and quality standards. - Jira Sprint Management: Own the systems team’s Jira board end-to-end — create and refine tickets, run sprint ceremonies, manage velocity, and maintain a healthy backlog that maps clearly to the product roadmap. - Spec Quality: Write tickets and specs with enough clarity that offshore admins can execute with minimal back-and-forth — detailed enough to build from, not so prescriptive that good judgment gets squeezed out. Hands-On Building - Flow Architecture: Design and build complex Salesforce Flows — record-triggered, scheduled, autolaunched — that replace manual processes and fragile legacy automations. - Configuration & Data Model: Own object design, field management, validation rules, page layouts, permission sets, and profiles — keeping the org clean as it scales. - Reporting & Dashboards: Build the reports and dashboards that Sales, CS, and Finance actually use — tied to real KPIs, not just data dumps. - Integration Oversight: Define requirements and review technical designs for integrations within the broader  ecosystem; get hands-on with configuration when needed. - Tech Debt Remediation: Audit the org for broken flows, dead fields, redundant automations, and governor limit risks — and systematically fix them. AI & Automation - Agents: Identify, design, and deploy AI agent use cases. - Agentic Workflow Design: Map manual, repetitive GTM processes (lead routing, case escalation, forecast nudges) and build autonomous agent flows that remove friction without adding complexity. - Continuous Evaluation: Stay current on Salesforce platform releases (3x/year), evaluate new AI capabilities against real use cases, and bring a POV to the team on what's worth piloting.

• Own the end-to-end PDLC framework • Identify and deploy AI-assisted workflows • Champion an AI-first mindset across Product & Engineering • Integrate launch readiness, enablement, and adoption milestones into core planning • Run the operating rhythm of the Product & Engineering org • Serve as the primary architect and administrator of Coursedog's Jira instance • Drive adoption of Jira best practices • Strategically manage the broader product tech stack • Own the build and maintenance of dashboards that surface KPIs • Establish channels and systems for gathering customer feedback • Own the operational health of the Support function • Build a closed-loop system between Support and Product • Partner with Customer Success and Product leadership to triage high-severity issues

The Opportunity  Coursedog is looking for a dynamic, AI-forward product operations leader to be the operational backbone of our Product & Engineering organization. As Coursedog’s Director, Product Operations, you’ll serve as the operational backbone of our Product & Engineering organization, shaping how we build, deliver, and improve at scale. Reporting to the SVP of Operations, you’ll own the systems, processes, data, and governance frameworks that enable teams to move with speed, clarity, and confidence. You’ll partner closely with Product, Engineering, Customer Experience, and GTM to translate strategy into execution and ensure a seamless, scalable Product Development Lifecycle from discovery through launch and beyond. This is a high-impact, cross-functional role that blends strategy with hands-on execution. You’ll design and operationalize an AI-augmented PDLC, own and evolve core systems like Jira and our product tech stack, and build the reporting and feedback loops that drive better decisions across the business. If you’re a builder who thrives in ambiguity, enjoys creating structure from the ground up, and is excited about using AI to improve how teams work, this is an opportunity to make a meaningful, lasting impact. This role offers a competitive base salary ranging from $150,000-$165,000, depending on experience. The position also includes a performance-based variable compensation plan, bringing the total on-target earnings (OTE) to $180,000-$210,000 when goals are met.

Role Description Coursedog is looking for a dynamic, AI-forward product operations leader to be the operational backbone of our Product & Engineering organization. As Coursedog’s Director, Product & Engineering Operations, you’ll serve as the connective tissue of our Product & Engineering organization, shaping how we build, deliver, and improve at scale. Reporting to the SVP of Operations, you’ll own the systems, processes, data, and governance frameworks that enable teams to move with speed, clarity, and confidence. This is a high-impact, cross-functional role that blends strategy with hands-on execution. You’ll design and operationalize an AI-augmented PDLC, own and evolve core systems like Jira and our product tech stack, and build the reporting and feedback loops that drive better decisions across the business. This role offers a competitive base salary ranging from $150,000-$165,000, depending on experience, with total on-target earnings (OTE) of $180,000-$210,000 when goals are met. What You'll Own - AI-Driven Product Development Lifecycle (PDLC) - Own the end-to-end PDLC framework from discovery and prioritization through delivery, launch, and post-launch evaluation by embedding AI tooling to improve speed, quality, and consistency. - Identify and deploy AI-assisted workflows for spec generation, roadmap synthesis, release note drafting, retrospective summarization, and dependency mapping using tools such as Notion AI, Claude Cowork, GitHub Copilot, and LLM-based assistants. - Champion an AI-first mindset across Product & Engineering. - Integrate launch readiness, enablement, and adoption milestones into core planning and delivery workflows powered by AI. - Run the operating rhythm of the Product & Engineering org: sprint reviews, planning ceremonies, leadership syncs, and quarterly business reviews driven by AI summaries. - Jira Administration & Systems Ownership - Serve as the primary architect and administrator of Coursedog's Jira instance. - Drive adoption of Jira best practices across Product and Engineering. - Strategically manage the broader product tech stack (Jira, Pendo, Tableau, Roadmunk). - Data Management, Reporting & KPIs - Own the build and maintenance of dashboards that surface KPIs across product performance, team execution, sprint delivery, and customer satisfaction. - Define, track, and analyze internal metrics including product profitability, spend allocation, velocity, cycle time, and defect rates. - Establish channels and systems for gathering quantitative and qualitative customer feedback. - Support Operations - Own the operational health of the Support function including SLA frameworks, escalation workflows, and support-to-product feedback loops. - Build a closed-loop system between Support and Product. - Partner with Customer Success and Product leadership to triage high-severity issues. - Identify patterns in support data to proactively surface product quality and documentation gaps. Qualifications - 7+ years of experience in Product Operations, R&D Operations, or Technical Program Management within a B2B SaaS environment. - Deep, hands-on Jira expertise. - Demonstrated track record designing, implementing, and optimizing PDLC processes. - Hands-on experience using AI tools in day-to-day product operations work. - Experience building and maintaining dashboards using BI tools. - Strong analytical and quantitative skills. - Exceptional communication skills with proven ability to operate at the C-suite level. Requirements - PMP, PgMP, or SAFe certification (nice-to-have). - Familiarity with Jira Product Discovery (JPD) and Jira Advanced Roadmaps (nice-to-have). - Experience with customer feedback platforms (nice-to-have). - Experience owning or closely partnering on Support Operations (nice-to-have). - Experience scaling a Product Ops function from early-stage to growth (nice-to-have). Benefits - Healthcare, Dental & Vision: Fixed contribution model promoting equity and transparency. - Retirement Planning: Safe Harbor 401(k) plan with a 4% employer match. - Paid Time Off: Unlimited Paid Time Off policy. - Remote-First Since Inception: Committed to being a remote-first organization. - Equity: All employees are granted equity in the company. - Paid Parental Leave: Up to 12 weeks of fully paid leave for all eligible employees.

Role Description As a Project Manager at Coursedog, you’ll lead customer implementations across our academic operations platform, partnering closely with colleges and universities to ensure successful adoption and long-term value. You’ll own the end-to-end implementation experience — from project planning and coordination to training and go-live — while collaborating with internal teams across Product, Engineering, Data, and Support. This role balances customer-facing execution with critical thinking and problem-solving, and is well-suited for someone who thrives in a fast-paced environment, brings a product-oriented mindset, and is motivated by improving higher education outcomes at scale. If you’re excited about working directly with customers, navigating complex implementations, and contributing to a mission-driven product across a global, distributed team, this is an opportunity to make a meaningful impact. This role offers a competitive base salary ranging from $100,000-$110,000, depending on experience. The position includes a performance-based variable compensation plan, bringing the total on-target earnings (OTE) to $110,000-$120,000 when goals are met. Location & Working Hours: - This role is based in Europe and is fully remote. - Regular collaboration across time zones, including coverage across Asia-Pacific / Middle East and U.S. East Coast hours. - Candidates should be comfortable working flexible hours to support customers and internal teams as needed. - International travel is a core part of this role, including travel to customer sites and company locations in Asia-Pacific (e.g., Singapore and other international regions as needed). Qualifications - Experience leading software or SaaS system implementation projects. - Strong ability to set priorities, manage multiple workstreams, and monitor progress toward project goals. - Proven skill in identifying, communicating, and mitigating project risks, issues, and dependencies. - Clear and concise verbal and written communication skills across technical, product, and business contexts. - A consultative approach to problem-solving with strong judgment and the ability to work across organizational boundaries. - Comfort working with technical concepts and SaaS terminology, including data systems and integrations. - Experience using tools such as Notion, Rocketlane (or similar project management tools), Salesforce, and Freshdesk. - Willingness and ability to travel internationally and work flexible hours across multiple time zones as a core part of the role. Requirements - Lead successful, standard customer implementations across Coursedog’s product suite, working directly with institutional stakeholders. - Own project planning and execution, including setting priorities, building project plans, tracking progress, and managing risks and dependencies. - Drive administrator and end-user training, developing scalable training resources and leading tailored sessions for campus-specific use cases. - Support customers throughout and beyond implementation by collaborating with support teams and helping users navigate platform questions. - Partner with Product, Engineering, and Data teams to resolve technical integration issues and improve implementation outcomes. - Gather insights from customers and research to inform data-driven feature recommendations and scalable product improvements. - Contribute to continuous improvement of implementation processes, customer satisfaction, and long-term retention. - Travel internationally to support customer implementations, trainings, and key project milestones, including destinations such as Asia-Pacific / Middle East and other international destinations, subject to applicable safety, legal, and company guidelines. - Collaborate across global teams and customers, flexing working hours to support Asia-Pacific, Middle East, and U.S. East Coast time zones. Benefits - Unlimited Paid Time Off policy for flexibility and balance. - Remote-first culture emphasizing flexibility over rigidity, outcomes over hours, and transparency over gatekeeping.