Product Success Specialist (Remote)

6 months, 2 weeks ago
Full-time
Junior
Customer and Technical Support
PeopleGrove

PeopleGrove

PeopleGrove provides a comprehensive Career Access Platform that facilitates mentorship, networking, and job connections for prospective students, enrolled students, and alumni in higher education, ensuring equitable access to career opportunities for ...

Diversified Consumer Services
51-250
Founded 2015

Description

  • Respond to partner inquiries through email and the support portal with clarity, accuracy, and empathy.
  • Troubleshoot and resolve technical issues across CORE ELMS, CompMS, and related software products.
  • Assist partners with platform configurations and user support for administrators, faculty, students, and preceptors.
  • Guide users through system functionality using email, screen recordings, and occasional video calls.
  • Serve as a subject-matter expert on platform features, known issues, and best practices.
  • Identify complex bugs or configuration issues and escalate them to Product or Engineering with detailed documentation.
  • Collaborate with Client Success Managers, Product, and Engineering teams to improve support processes and resolve issues.
  • Contribute to internal knowledge base updates and identify gaps in partner-facing documentation.
  • Surface recurring pain points, trends, and product feedback to inform roadmap decisions and improve the partner experience.

Requirements

  • 2+ years of experience in a SaaS product support role or equivalent.
  • Experience supporting higher education clients is a plus.
  • Exceptional written communication skills with the ability to explain technical solutions clearly and empathetically.
  • Familiarity with support tools such as Zendesk, Intercom, Jira, ServiceNow, or similar platforms.
  • Experience troubleshooting web-based systems, ideally in a multi-role environment.
  • Comfort navigating settings related to user permissions, scheduling, evaluations, and custom reporting.
  • Ability to work independently and collaboratively in a fast-paced, remote-first team.
  • Availability to work primarily during U.S. Eastern Time Zone hours (5:30 PM to 2:00 AM IST).

Benefits

  • Fully remote work environment with flexible scheduling.
  • Competitive salary and benefits.
  • Professional development opportunities in a growing edtech company.
  • Mission-driven culture rooted in partnership and integrity.
  • Supportive and collaborative team that values your voice.

Interested in this position?

Apply directly on the company website

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