Product Support Specialist

What You'll Do

• Customer Support: Serve as the first point of contact for customers seeking product assistance, managing inbound support through HubSpot and ensuring every interaction leaves customers feeling heard, supported, and confident in their next steps. You’ll troubleshoot issues, guide users through solutions, and host live Zoom sessions when deeper walkthroughs or training are needed.
• Product Expertise: Become deeply fluent in the Mongoose platform, helping customers and internal teams navigate features, integrations, and technical workflows. You’ll step into complex conversations when product depth is needed and act as a trusted resource across Support, Sales, and Customer Success.
• Technical Troubleshooting: Investigate and resolve software, data, and integration-related issues, thinking creatively and analytically to identify root causes and workable solutions. You’ll simplify complex concepts so users of all backgrounds can understand what’s happening and what to do next.
• Implementation Support: Assist customers with technical onboarding and integration work across both higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data environments (CSV, SFTP, APIs), helping ensure smooth setup and long-term success.
• Customer Advocacy: Act as the voice of the customer internally, partnering with Product and Engineering to surface bugs, elevate feature requests, and influence product improvements that enhance the user experience.
• Quality Partnership: Support QA efforts by testing new features, validating workflows, and identifying potential issues before release, helping ensure product updates land smoothly for customers.
• Documentation & Enablement: Create and maintain technical documentation, support guides, release notes, and best practices that empower customers to self-serve and maximize the value of the platform.
• Case Ownership: Manage support tickets end to end, tracking progress, coordinating internally, and maintaining clear communication so no customer feels stuck or left waiting.
• Process Improvement: Reflect on recurring issues, support workflows, and customer friction points, recommending improvements that strengthen both the product experience and the support function over time.

What You'll Bring to the Table

• Customer Mindset: You genuinely care about the customer experience and take pride in helping people feel supported, confident, and successful. You know how to listen, build trust quickly, and advocate internally when customers need a voice.
• Technical Curiosity: You’re comfortable navigating software platforms and enjoy digging into how things work. You may already have experience with integrations, APIs, or data workflows, or you’re excited to build that muscle quickly.
• Problem Solving: You approach challenges with curiosity and persistence, not frustration. When something breaks or doesn’t make sense, you’re motivated to investigate, troubleshoot, and find a path forward.
• Clear Communication: You’re able to translate complex or technical concepts into language customers can understand. Whether written or live, your communication style is thoughtful, clear, and approachable.
• Organization & Ownership: You manage multiple tickets, conversations, and priorities without letting things fall through the cracks. You follow through, keep stakeholders informed, and take responsibility for driving issues to resolution.
• Collaboration: You enjoy working cross-functionally and see partnership with Product, Engineering, Sales, and Customer Success as part of delivering great support, not separate from it.
• Growth Orientation: You’re someone who wants to keep learning, whether that’s deepening product knowledge, building technical skills, or strengthening how support operates as a function.
• Process Awareness: You don’t just solve the issue in front of you, you notice patterns. When something feels inefficient or repeatable, you’re motivated to improve it for the future.
• Responsiveness & Urgency: You recognize that when customers reach out for help, timing matters. You operate with a strong sense of urgency, balancing speed with thoughtfulness, and ensuring issues move forward without unnecessary delays.

Why You'll Love it Here

• At Mongoose, every conversation matters. You’ll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. We’re all about collaboration, growth, and doing work that truly makes a difference.
• Over 4,000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count™. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle, from admissions to alumni relations. Our values define us, and we celebrate diversity in all its forms.
• If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.