Product Support Specialist - Mongoose
Headquarters: Buffalo / Atlanta / Austin / Chicago / Boston / Denver / Los Angeles / San Francisco / Philadelphia
About Mongoose
At Mongoose, we believe every conversation matters. We’re on a mission to change lives by making conversation intelligence accessible to all in higher education. Our purpose is to move people forward—whether it’s helping a student navigate their first semester, connecting alumni with meaningful opportunities, or ensuring parents feel informed and supported. Our AI-enabled platform drives compliant, empathetic, and impactful conversations that build trust and foster success campus-wide.
As a Product Support Specialist, you’ll be on the front lines of the customer experience, stepping in when our customers need help, guidance, or clarity. You’re someone who genuinely enjoys solving problems, digging into the “why,” and making sure people walk away feeling supported. In this role, you will act as a bridge between our customers and our internal teams, advocating for user needs and helping us continuously improve how our product shows up in the world.
What You'll Do
- Customer Support: Serve as the first point of contact for customers seeking product assistance, managing inbound support through HubSpot. You’ll troubleshoot issues, guide users through solutions, and host live Zoom sessions when deeper walkthroughs or training are needed.
- Product Expertise: Become deeply fluent in the Mongoose platform, helping customers and internal teams navigate features, integrations, and technical workflows. Act as a trusted resource across Support, Sales, and Customer Success.
- Technical Troubleshooting: Investigate and resolve software, data, and integration-related issues, thinking creatively and analytically to identify root causes. You’ll simplify complex concepts for users of all backgrounds.
- Implementation Support: Assist customers with technical onboarding and integration work across higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data environments (CSV, SFTP, APIs).
- Customer Advocacy: Act as the voice of the customer internally, partnering with Product and Engineering to surface bugs, elevate feature requests, and influence product improvements.
- Quality Partnership: Support QA efforts by testing new features, validating workflows, and identifying potential issues before release.
- Documentation & Enablement: Create and maintain technical documentation, support guides, release notes, and best practices that empower customers to self-serve.
- Case Ownership: Manage support tickets end to end, tracking progress and maintaining clear communication so no customer feels stuck.
- Process Improvement: Reflect on recurring issues and customer friction points, recommending improvements that strengthen both the product experience and the support function.
What You'll Bring to the Table
- Customer Mindset: You genuinely care about the customer experience and take pride in helping people feel supported, confident, and successful.
- Technical Curiosity: You’re comfortable navigating software platforms and enjoy digging into how things work. Experience with integrations, APIs, or data workflows is a plus.
- Problem Solving: You approach challenges with curiosity and persistence. You are motivated to investigate, troubleshoot, and find a path forward.
- Clear Communication: You can translate complex or technical concepts into language customers can understand, whether written or live.
- Organization & Ownership: You manage multiple priorities without letting things fall through the cracks. You take responsibility for driving issues to resolution.
- Collaboration: You enjoy working cross-functionally with Product, Engineering, Sales, and Customer Success.
- Growth Orientation: You have a desire to keep learning, whether that’s deepening product knowledge or strengthening support operations.
- Process Awareness: You notice patterns and are motivated to improve inefficient or repeatable processes.
- Responsiveness & Urgency: You operate with a strong sense of urgency, balancing speed with thoughtfulness.
Why You'll Love it Here
- Join a team passionate about making meaningful connections in higher education. We’re all about collaboration, growth, and doing work that truly makes a difference.
- Partner with over 4,000 teams across more than 950 higher education institutions to help colleges and universities drive engagement at every stage of the student lifecycle.
- We value diverse perspectives. If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply.
Compensation & Benefits
Salary: $54,000 - $61,000 a year
We Offer:
- Comprehensive medical, dental, and vision coverage
- 401K with company match: 100% of the 1st 3% and 50% of the next 2%
- Flexible PTO
- Competitive Leave Policies
- 13 paid holidays, plus a week off between Christmas and New Year’s Eve
Diversity & Inclusion
At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams. We are proud to be an equal opportunity employer and 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 know.
To apply: Click here to apply via We Work Remotely