Product Success Specialist

Summary

Join PeopleGrove, a leader in experiential learning management, as a Product Success Specialist. You will be the primary point of contact for users, providing technical support, troubleshooting issues, and conducting training. This role requires strong customer service skills, technical aptitude, and the ability to explain complex information clearly. You will collaborate with various teams to improve the user experience and optimize support workflows. PeopleGrove offers competitive salary and benefits, remote work, flexible time off, and opportunities for growth. Join a forward-thinking organization that values diversity and celebrates its employees.

Requirements

• 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

Responsibilities

• Monitor and manage support channels for administrators and end users, addressing inquiries, feedback, and technical issues promptly to ensure a seamless user experience
• Provide empathetic, solution-oriented customer support, empowering users with knowledge and self-service resources
• Conduct video calls to offer tailored guidance and troubleshooting
• Develop a deep understanding of the PeopleGrove platform through ongoing training and stay updated on new features and enhancements
• Identify, document, and troubleshoot technical issues, escalating bugs and critical concerns to the engineering team for resolution
• 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
• Contribute to internal initiatives aimed at optimizing support workflows, increasing efficiency, and improving service delivery

Benefits

• 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