Product Success Specialist (Remote)

Grove Collaborative, Inc.; Mumbai; Remote; INR 600,000 - 900,000; Full time

Benefits offered by this job

Fully remote work environment

Flexible scheduling

Competitive salary and benefits

Professional development opportunities

Job summary

Grove Collaborative, Inc. is seeking a Product Success Specialist to provide support across its SaaS platforms. This role involves troubleshooting issues, guiding users through functionalities, and improving documentation. Ideal candidates will have 2+ years in a SaaS support role and demonstrate strong communication skills. The position is remote and requires availability during Eastern Time Zone hours. Competitive salary, benefits, and professional development opportunities are offered in a mission-driven workplace.

Qualifications

• 2+ years in a SaaS product support role or equivalent.
• Exceptional written communication skills for explaining technical solutions.
• Experience troubleshooting web-based systems in educational settings.

Responsibilities

• Respond to partner inquiries and troubleshoot technical issues.
• Become a power user of all software products.
• Guide users through system functionality and contribute to documentation.

Skills

Written communication skills

Technical troubleshooting

Experience with support tools

Familiarity with web-based systems

Tools

Zendesk

Jira

Intercom

Job description

Overview

PeopleGrove is a trusted SaaS partner for colleges and universities across the United States. Our integrated suite of platforms including CORE ELMS, CompMS, MyCred, and Readiness, among other industry-leading solutions which empowers institutions to streamline experiential learning, outcomes assessment, compliance, and student & Alumni lifecycle engagement. Serving hundreds of institutions and programs nationwide, PeopleGrove+CORE is committed to enhancing educational outcomes through innovative technology and exceptional service.

About the Role

As a Product Success Specialist at CORE, you will be the first line of support for our partners, administrators, faculty, students, and preceptors across our CORE ELMS and CompMS platforms. You’ll manage support requests via our ticketing system, troubleshoot technical issues, assist with platform configurations, and serve as a subject‑matter expert in both systems. Your work ensures that partners are empowered to manage their academic processes efficiently and with confidence.

Key Responsibilities

• Partner Support & Troubleshooting: Respond to partner inquiries through email and our support portal with clarity, accuracy, and warmth. Diagnose and resolve technical issues related to our range of software products
• Product Expertise: Become a power user of all our software products. Stay current with new features, known issues, and best practices.
• Training & Enablement: Guide the partners/users through system functionality via email, screen recordings, and occasional video calls. Help users understand not just the "how," but the "why."
• Issue Escalation: Identify and elevate complex bugs or configuration issues to our Product or Development teams with detailed documentation.
• Collaboration: Work closely with Client Success Managers, Product, and Engineering teams to resolve issues and improve support processes.
• Documentation Contribution: Identify gaps in partner-facing documentation and contribute to internal knowledge base updates.
• Feedback Loop: Surface trends, pain points, and product feedback to help inform roadmap decisions and improve the partner experience.

Qualifications

• 2+ years in a SaaS product support role or equivalent; experience supporting higher ed clients is a plus.
• Exceptional written communication skills; ability to explain technical solutions clearly and empathetically.
• Familiarity with support tools such as Zendesk, Intercom, Jira, Service Now or similar platforms.
• Experience troubleshooting web-based systems, ideally in a multi‑role environment (admin/student/preceptor).
• Comfortable navigating settings related to user permissions, scheduling, evaluations, and custom reporting.
• Ability to work independently and collaboratively in a fast‑paced, remote‑first team.
• Open and able to work primarily during U.S. Eastern Time Zone hours (5:30 PM to 2:00 AM IST).

What We Offer

• Fully remote work environment with flexible scheduling.
• Competitive salary and benefits.
• Professional development opportunities in a growing edtech company.
• Mission‑driven culture rooted in partnership and integrity.
• Supportive and collaborative team that values your voice.

Why Join Us?

Join a forward‑thinking organization where your contributions will directly impact our clients’ success and our company's growth. At PeopleGrove, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community.

PeopleGrove is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.