Product Success Specialist
Overview
PeopleGrove is the leader in experiential learning management and student lifecycle engagement in higher education. We empower colleges and universities to expand and scale clinical and non-clinical experiential learning, mentorship, career support, competency tracking, and student and alumni engagement.
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
PeopleGrove is seeking a proactive and customer-focused Product Success Specialist to join our team. You will serve as the first point of contact for our users, assisting them with technical issues, product inquiries, and troubleshooting. You'll support new and existing PeopleGrove partners, ensuring they successfully configure, adopt, and maximize value from our platform.
- 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 and enhance the overall customer experience..
- Operational Efficiency: Contribute to internal initiatives aimed at optimizing support workflows, increasing efficiency, and improving service delivery.
- Minimum 2 years in a customer support or technical support role, preferably in SaaS or technology-based companies
- Proven ability to work effectively in a remote environment with minimal supervision.
- Strong troubleshooting abilities, particularly in areas such as Single Sign-On (SSO), APIs, and data management.
- Proficiency with customer support tools (e.g., Zendesk, Jira, Intercom).
- Excellent verbal and written English communication skills, with the ability to explain complex technical concepts in a simple and engaging manner.
- Experience leading or assisting with customer-facing video calls, training sessions, or webinars.
- Self-motivated, detail-oriented, and able to manage multiple tasks efficiently in a fast-paced environment
- A strong sense of empathy, ownership, and urgency in delivering outstanding service.
- Natural curiosity and eagerness to learn, with a passion for knowledge-sharing and improving processes
- Competitive salary and benefits.
- Remote work opportunity.
- Flexible Time Off policy.
- 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.
Why Join Us?
Join a forward-thinking organization where your contributions will directly impact our clients’ success and our company's growth. At PeopleGrove, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community.
PeopleGrove is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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At PeopleGrove, we're on a mission to redefine higher education, and we're looking for a passionate Product Success Specialist to join our vibrant team in the Mumbai Metropolitan Region. This role is perfect for someone who thrives on helping others and enjoys being the first point of contact for users seeking technical support, product info, and troubleshooting assistance. You'll be essential in helping our partners successfully implement and utilize our innovative learning management platform. As a Product Success Specialist, your main responsibilities will include providing empathetic customer support, conducting training sessions via video calls, and ensuring that our users are empowered to get the most out of PeopleGrove. You'll be diving deep into the platform, mastering its features, and collaborating with Product, Engineering, and Customer Success teams to continuously improve the user experience. Your strong troubleshooting skills will come in handy as you identify and resolve common technical issues while also documenting and escalating more severe concerns. If you have at least 2 years of experience in customer support, especially in a tech or SaaS environment, and a passion for enhancing educational outcomes through technology, we want to hear from you! Join us as we work to empower students and institutions alike, creating a positive impact on educational journeys across the globe.
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