Key Responsibilities
- Partner Support & Troubleshooting: Respond to partner inquiries through email and our support portal with clarity, accuracy, and warmth. Diagnose and resolve technical issues related to our range of software products
- Product Expertise: Become a power user of all our software products. Stay current with new features, known issues, and best practices.
- Training & Enablement: Guide the partners/users through system functionality via email, screen recordings, and occasional video calls. Help users understand not just the "how," but the "why."
- Issue Escalation: Identify and escalate complex bugs or configuration issues to our Product or Development teams with detailed documentation.
- Collaboration: Work closely with Client Success Managers, Product, and Engineering teams to resolve issues and improve support processes.
- Documentation Contribution: Identify gaps in partner-facing documentation and contribute to internal knowledge base updates.
- Feedback Loop: Surface trends, pain points, and product feedback to help inform roadmap decisions and improve the partner experience.
Qualifications
- 2+ years in a SaaS product support role or equivalent; experience supporting higher ed clients is a plus.
- Exceptional written communication skills; ability to explain technical solutions clearly and empathetically.
- Familiarity with support tools such as Zendesk, Intercom, Jira, Service Now or similar platforms.
- Experience troubleshooting web-based systems, ideally in a multi-role environment (admin/student/preceptor).
- Comfortable navigating settings related to user permissions, scheduling, evaluations, and custom reporting.
- 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
- 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.
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
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.
