The Role
The Product Success Specialist provides support for SaaS products, manages inquiries, troubleshoots issues, trains users, and collaborates with teams to improve services.
Summary Generated by Built In
Overview
PeopleGrove+CORE Higher Education Group is seeking a driven and dynamic Product Support Specialist to champion our higher education partners using our cutting-edge CORE product suite. If you thrive in fast-paced environments, have a passion for helping others succeed, and love turning complex challenges into meaningful outcomes, this role is for you! With over 100 dedicated professionals across the US and India, we are redefining how students prepare for and succeed in their careers, maximizing the impact of experiential learning, mentorship and engagement as the cornerstones of their educational journey. Our mission is rooted in enhancing educational outcomes through innovative solutions and meaningful engagement, creating lasting value for institutions and their communities. Join us in shaping the future of higher education by enabling institutions to provide students with the tools and support they need to thrive in their educational and professional journeys.
About the Role
You will serve as the first point of contact for our users, assisting them with technical challenges, product/process inquiries, and troubleshooting. You'll support highly engaged PeopleGrove clients, ensuring they successfully configure, adopt, and maximize value from our platform
Key Responsibilities
• Customer Support & Troubleshooting: Monitor and manage support channels for administrators and end users, addressing inquiries, feedback, and technical issues promptly to ensure a seamless user experience.
• User Assistance & Training: Provide empathetic, solution-oriented customer support, empowering users with knowledge and self-service resources. Conduct video calls to offer tailored guidance and troubleshooting.
• Product Expertise: Develop a deep understanding of the PeopleGrove platform through ongoing training and stay updated on new features and enhancements.
• Technical Issue Resolution: Identify, document, and troubleshoot technical issues, escalating bugs and critical concerns to the engineering team for resolution.
• Collaboration & Process Improvement: Work closely with Product, Engineering, and Customer Success teams to enhance the overall user experience and drive continuous improvements.
• Operational Efficiency: Contribute to internal initiatives aimed at optimizing support workflows, increasing efficiency, and improving service delivery.
Qualifications
• Minimum 2 years in a customer support or technical support role, preferably in SaaS or technology-based companies.
• Thrives in a remote-first environment, demonstrating strong time management, accountability, and the ability to work independently with minimal supervision.
• Advanced troubleshooting expertise, with hands-on experience diagnosing and resolving issues related to Single Sign-On (SSO), APIs, integrations, DNS configuration, and data synchronization.
• Strong understanding of web and networking fundamentals, including concepts such as DNS management, domain verification, SSL certificates, and authentication protocols (e.g., SAML, OAuth).
• Experience working with complex datasets, including importing/exporting CSV files, validating data integrity, identifying discrepancies, and supporting data migrations or bulk updates with precision and care.
• Familiarity with secure file transfer protocols (SFTP) and related processes for managing automated data feeds and file-based integrations.
• Comfortable reading error logs, reviewing API requests/responses, and collaborating with engineering teams to investigate and document technical issues.
• Proficiency with customer support and ticketing tools such as Zendesk, Jira, Intercom, or similar platforms, with strong case documentation and organizational skills.
• Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts into clear, approachable explanations for non-technical audiences.
• Highly organized and detail-oriented, with the ability to prioritize effectively and manage multiple requests in a fast-paced, customer-focused environment.
• Customer-first mindset, bringing empathy, ownership, and a sense of urgency to every interaction to deliver exceptional support experiences.
• Naturally curious and growth-oriented, with a passion for continuous learning, knowledge-sharing, and continuously improving processes, documentation, and internal workflows.
• Ability to work independently and collaboratively in a fast-paced, remote-first team.
• Open and able to work primarily during U.S. Eastern Time Zone hours (5:30 PM to 2:00 AM IST).
What We Offer
• Competitive salary and benefits.
• Remote work opportunity.
• Opportunities for career growth and development.
• A dynamic and mission-driven work environment.
• The chance to work with a passionate, innovative, and collaborative team.
• Reimbursement of home office setup.
• Employee development stipend.
• Flexible Time Off policy.
Skills Required
- 2+ years in a SaaS product support role or equivalent
- Exceptional written communication skills
- Familiarity with support tools such as Zendesk, Intercom, Jira, Service Now
- Experience troubleshooting web-based systems
- Ability to work independently in a remote team
Am I A Good Fit?
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The Company
What We Do
As higher education’s first Career Access Platform™, PeopleGrove is a smart career network that recommends Mentorship, Networking, Career Exploration, and the Job Connections that together effectively build the social capital learners need to succeed. Unlike other student success tools and alumni engagement software, PeopleGrove is lifelong career support that’s smart, personal, and helpful even to those without a network, experience, or clear starting point. Established in 2015, PeopleGrove set out to build the most helpful network ever created because we believe career fulfillment is a right every single person should have. To date, we've helped millions of learners on their career journeys: - 1+ million connections - 96% retention rate - 20+ million users - 60% of US News Top 100 Universities - 5/5 average rating from user interactions - 450+ customers served PeopleGrove is proudly part of The Riverside Company portfolio of companies. With their partnership, we are a transformational organization that prides itself on building an environment where curiosity is rewarded and the unknown is embraced. Places to go. People to be.
