Product Support Specialist

Membean - Remote - Full time

Product Support Specialist (Remote based in CST/EST)

Membean is an online vocabulary program that builds word consciousness. Membean’s personalized and differentiated instruction that’s automatically tailored to each student helps them achieve lasting outcomes by prioritizing higher order thinking over memorization. The program is used in over 40,000 English classrooms in over 50 countries.

We’re looking for a tech-savvy self-starter who thrives on a small team, excels at building relationships, and cares deeply about improving student learning outcomes. You’ll join our team as a Product Support Specialist helping teachers troubleshoot technical issues and providing product guidance and implementation support. As you develop product expertise and settle into the position, you’ll take on additional roles that may include maintaining our knowledge base, resolving complex support issues, tracking and reproducing issues for the Product team, and analyzing data to provide insights to customers and internal teams.

You may be a great fit if you…

  • Love solving problems
  • Are tech-savvy
  • Write clearly and concisely
  • Are empathetic, listen closely to detail, and care deeply about helping teachers and students
  • Aren’t afraid to ask questions or seek help and feedback
  • Enjoy digging into data to discover patterns and develop actionable insights
  • Have experience in education and/or EdTech

Responsibilities

  • Respond promptly and professionally to support inquiries, providing clear and concise explanations and solutions via email, phone, and Zoom.
  • Troubleshoot technical issues and clearly document their cause and solution for internal reference.
  • Manage support inquiries through FreshDesk, working in tandem with other agents or independently in the queue depending on ticket volume.
  • Assist in the maintenance of the company’s knowledge base, ensuring that it is up-to-date, accurate, and clear.
  • Collaborate with other teams such as Success, Product, and Development to provide a seamless customer experience.
  • Share insights and feedback from teachers to relevant teams to drive product and process improvements.

Skills & Experience

We understand that qualified candidates come from diverse backgrounds. We don’t expect applicants to check every box, and we encourage you to apply if you’re excited about the position and you think you’d be a good fit.

  • Proven proficiency with web applications, productivity tools, and technical knowledge
  • Strong analytical and problem-solving skills
  • Experience troubleshooting technical product issues
  • Demonstrated ability to communicate effectively across various platforms (e.g., email, Slack, Zoom, phone)
  • Comfort with managing and adapting to changing priorities
  • 2+ years of teaching experience in Science or Mathematics curriculum including resolving technological issues as they arise in the classroom
  • 2+ years of experience in a Media or Technology Specialist role at a school handling EdTech, school devices, WiFi, and tech issues regularly
  • 2+ years in a customer facing SaaS role providing product support or managing customer relationships
  • Ability to work independently, collaborate, and communicate effectively from a remote office

This is a remote, salaried position. Candidates based in Eastern or Central time zones preferred. Some evening and weekend hours are required with this position. Travel <10% may be required to participate in company-wide meetings.

Salary Range: $65,000 - $75,000

Other benefits:

  • 100% Medical, Dental, and Vision insurance for employees; subsidized rates for the family.
  • 15 days of PTO and 9 public holidays
  • 3 days/year volunteering time off
  • $1,200 annual stipend to take classes of your choice
  • $240/year to purchase any books of your choice (We’re a vocabulary company; reading is in our DNA)
  • $1,200/year charitable matching
  • $400 to furnish your home office every two years

Applicant Process

We expect this process to take 4 to 6 weeks from application to offer.

  • Apply by sending an email to support_jobs@membean.com with your resume and a brief cover letter telling us why you’re a great fit for the job. Include your earliest possible start date.
  • Select applicants will have one to two 30 minute calls with members of the hiring team.
  • Job candidates will have a 60 minute interview with the hiring manager.
  • Advanced candidates may be asked to present on a provided topic to the hiring team.
  • Final interview with the CEO.
  • Selected candidate will receive an offer.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Membean

Membean, used in over 40,000 ELA classrooms, is an online vocabulary program that builds word consciousness. Membean’s personalized & differentiated instruction helps students achieve lasting outcomes by prioritizing higher order thinking over memorization.
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