Product Support Specialist
Product Support Specialist
Posted on :
14-09-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
At Mongoose we believe every conversation matters.
Were on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose To move people forward. Whether its helping a student navigate their first semester connecting alumni with meaningful opportunities or ensuring parents feel informed and supportedour AI-enabled platform drives compliant empathetic and impactful conversations that build trust and foster success campus-wide.
We know that conversations arent just a featuretheyre the foundation of connection. Thats why we focus on delivering insights relevance empathy scale and trust in everything we do. At Mongoose were transforming communication in higher ed because we believe reputation is a mutual responsibility and the right insights fuel measurable outcomes.
Join us and be part of a team thats making a real difference in educationone conversation at a time.
Were looking for a Product Support Specialist who is passionate about problem-solving customer service and this role youll serve as the first point of contact for customers seeking product assistance ensuring that every interaction leaves them feeling heard supported and empowered. Youll also collaborate with internal teams to advocate for users provide product expertise and help improve our overall customer experience.
$54000 - $61000 a year
What Youll Do:
Deliver Exceptional Customer Support
*Serve as the first point of contact for customers seeking product assistance - managed via email in HubSpots customer support ticketing system.
*Troubleshoot issues guide users through solutions and ensure they feel supported every step of the way - including hosting Zoom meetings to work through issues or provide additional support and training to end users
*Act as the voice of our customers by advocating for bug fixes feature requests and product enhancements with our internal teams.
Be the Go-To Product Expert
*Become an expert in our platform helping both customers and internal teams navigate features and integrations.
*Assist sales and client success teams in customer conversations that require deeper product knowledge.
*Support our QA team by testing new product features and identifying potential issues before launch.
*Help clients with the technical implementation of both higher-ed specific (Slate Salesforce Blackbaud NXT Ellucian) and general data integrations (FTP CSV API)
*Develop written documentation technical guides best practices and release notes to enhance the customer experience.
Stay Organized & Keep Things Moving
*Manage support tickets efficiently ensuring no customer is left waiting too long for a resolution.
*Own support cases track progress and maintain clear communication between internal teams and customers.
*Simplify technical concepts so that users of all backgrounds can easily understand solutions.
*Think creatively when troubleshooting technical challenges digging into software and data issues to find effective solutions.
*Provide best practices workarounds and potential solutions when customer needs extend beyond current product functionality.
*Reflect on support processes and recommend ways to make them even better.
What Youll Bring to the Table:
Customer-First Mindset
*A passion for delivering outstanding customer service and ensuring users feel valued.
*The ability to advocate for customers internally and clearly communicate their needs to product and engineering teams.
*Strong relationship-building skills with the ability to create trust and rapport with customers.
Technical Aptitude & Problem-Solving Skills
*A general understanding of web applications integrations and APIs
*Experience troubleshooting technical issues and finding creative solutions.
*The ability to assess user needs and suggest best practices or workarounds when necessary.
Organized & Detail-Oriented
*Experience managing support tickets and ensuring timely responses and resolutions.
*Exceptional written and verbal communication skillsyou can explain complex topics in a simple approachable way.
*A methodical approach to tracking documenting and following up on customer issues.
Collaborative & Growth-Oriented
*A strong team player who enjoys working cross-functionally with client success product and engineering teams.
*A continuous learning mindsetyoure always looking for ways to improve and grow.
*A proactive approach to identifying process improvements and helping refine support workflows.
Why Youll Love It Here:
At Mongoose every conversation matters. Youll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. Were all about collaboration growth and doing work that truly makes a difference.
Over 4000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle from admissions to alumni relations.
Our values define us and we celebrate diversity in all its forms. If you dont meet 100% of the qualifications listed but believe you can make an impact we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.
We Offer:
*Comprehensive medical dental and vision coverage
*401K with company match: 100% of the first 3% and 50% of the next 2%
*Flexible PTO
*Competitive leave policies
*$600 home office setup stipend
*13 paid holidays including a week off between Christmas and New Years
The salary range for this position is $54000-$61000.
At Mongoose we believe that diversity drives innovation and inclusion builds stronger teams. We are proud to be an equal opportunity employer and are committed to creating a workplace where everyone feels valued and empowered. We welcome applicants of all backgrounds experiences and perspectives and we do not discriminate based on race color religion gender sexual orientation gender identity or expression national origin age disability veteran status or any other protected characteristic. If you need accommodations during the application process please let us knowwere here to help.
To Apply:
If this sounds like your kind of challenge lets talk! Apply today and help us move people forward one conversation at a time. Want to stand out Send your resume and cover letter to
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
