Product Success Specialist (Remote)
External
Peoplegrove · Mumbai Metropolitan RegionPrepare for this interview
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About the role
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. 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.
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).
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