Full-Time Product Success Specialist

PeopleGrove is seeking a proactive and customer-focused Product Success Specialist.

Essential Functions

• Monitor and manage support channels, addressing inquiries, feedback, and technical issues promptly.
• Provide empathetic, solution-oriented support, empowering users with knowledge and self-service resources. Conduct video calls for tailored guidance and troubleshooting.
• Develop a deep understanding of the PeopleGrove platform and stay updated on new features and enhancements.
• Identify, document, and troubleshoot technical issues, escalating bugs to the engineering team.
• Work closely with Product, Engineering, and Customer Success teams to enhance user experience.
• Contribute to internal initiatives for optimizing support workflows and improving service delivery.

Qualifications

• Minimum 2 years in customer support or technical support, preferably in SaaS or technology.
• Proven ability to work remotely with minimal supervision.
• Strong troubleshooting abilities, particularly in SSO, APIs, and data management.
• Proficiency with customer support tools (e.g., Zendesk, Jira, Intercom).
• Excellent verbal and written communication skills.
• Experience leading or assisting with customer-facing video calls, training sessions.
• Self-motivated, detail-oriented, and able to manage multiple tasks.
• Strong sense of empathy, ownership, and urgency.
• Natural curiosity and eagerness to learn.

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