Contractor Product Support Specialist

About Woolf

Woolf's mission is to increase access to world-class higher education and ensure that it is globally recognized and transferable. We help qualified education organizations launch world-class higher education programs that issue academic credits and globally recognized accredited degrees.

The Role

As a Product Support Specialist, you’ll play a critical role in bridging the gap between our users and our product teams. You’ll be the go-to expert for resolving technical issues, answering product-related questions, and ensuring that our customers have a smooth and supportive experience using our platform.

Key Responsibilities:

• Serve as the primary contact for customer support inquiries via email, chat, or phone.
• Troubleshoot product-related issues and guide users through technical problems.
• Document recurring issues and user feedback to help inform product improvements.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Maintain detailed support records and contribute to the knowledge base and FAQs.
• Identify support trends and suggest proactive solutions or workarounds.
• Provide product training and onboarding support to new users when needed.
• Advocate for user needs internally to help shape product enhancements and roadmap priorities.

Qualifications:

• 3+ years in a customer or product support role, ideally in a SaaS or EdTech environment.
• Strong written and verbal communication skills with a clear, empathetic tone.
• Tech-savvy with the ability to quickly learn and support web-based tools and platforms.
• Experience with support tools.
• Problem-solving mindset with a strong attention to detail.
• Familiarity with the higher education sector, learning management systems (LMS), or education technologies is a plus.

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