PeopleGroveProduct

Product Success Specialist

Remote (US)Posted 20 days ago

PeopleGrove is a SaaS provider for higher education institutions, offering platforms like CORE ELMS and CompMS to streamline academic processes and improve educational outcomes. They are seeking a Product Success Specialist to support their partner-facing team.

Location: Remote (US)

Responsibilities

Respond to partner inquiries through email and support portal, diagnose and resolve technical issues.
Become a power user of all software products, stay current with features and best practices.
Guide partners/users through system functionality via email, recordings, and video calls.
Identify and escalate complex bugs or configuration issues to Product or Development teams.
Work closely with Client Success Managers, Product, and Engineering teams to resolve issues and improve support processes.
Identify gaps in partner-facing documentation and contribute to internal knowledge base updates.
Surface trends, pain points, and product feedback to inform roadmap decisions.

Requirements

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).