Posted 4 months ago

Product Success Specialist (Remote)

MumbaiRemoteFull-time

AI Summary

A Product Success Specialist serves as the first line of support for partners and users of CORE ELMS and CompMS, managing tickets, troubleshooting issues, configuring platforms, and escalating bugs to ensure efficient academic processes.

About this role

Overview

PeopleGrove is a trusted SaaS partner for colleges and universities across the United States. Our integrated suite of platforms including CORE ELMS, CompMS, MyCred, and Readiness, among other industry-leading solutions which empowers institutions to streamline experiential learning, outcomes assessment, compliance, and student & Alumni lifecycle engagement. Serving hundreds of institutions and programs nationwide, PeopleGrove+CORE is committed to enhancing educational outcomes through innovative technology and exceptional service.

As we continue to grow, we are looking for a Product Success Specialist to join our partner-facing team. This role is central to delivering our hallmark support experience, one rooted in responsiveness, accuracy, empathy, ownership, and a deep understanding of our platforms and the unique needs of higher education professionals.

About the Role

As a Product Success Specialist at CORE, you will be the first line of support for our partners, administrators, faculty, students, and preceptors across our CORE ELMS and CompMS platforms. You’ll manage support requests via our ticketing system, troubleshoot technical issues, assist with platform configurations, and serve as a subject-matter expert in both systems. Your work ensures that partners are empowered to manage their academic processes efficiently and with confidence.

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

CompMSCORE ELMSCustom ReportingEvaluationsIntercomJiraSaaS Product SupportSchedulingService NowTroubleshooting Web-based SystemsUser PermissionsZendesk