Product Support Specialist

Product Support Specialist

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, creating and delivering webinars, 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, and care deeply about helping teachers and students.
• Aren't afraid to ask questions or seek 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 Sales, Success, and Product 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 basic 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 a technical field (e.g., computer science, STEM field)
• 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 Mountain, Arizona, or Pacific Time preferred . Some evening and weekend hours are required. Travel <10>
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, 9 public holidays, and unlimited sick days.
• 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 View email address on click.appcast.io 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.

PITCH and about the role:

Membean is an online language learning platform that provides e-learning services for vocabulary acquisition and language comprehension. Membean offers a wide range of interactive and adaptive learning tools designed to help students, educators, and lifelong learners master new words and enhance their language skills.

The platform employs innovative techniques, such as personalized quizzes, interactive exercises, and context-based learning, to make language learning engaging and effective. Through data-driven insights and performance analytics, Membean tailors the learning experience to each individual's unique needs, ensuring maximum retention and understanding of vocabulary.

Membean primarily serves educational institutions, including schools and colleges, where it is used as a supplementary tool to strengthen language arts curricula and support vocabulary development across various subjects. It is also utilized by individual learners who are eager to improve their language proficiency and communication abilities.

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, creating and delivering webinars, resolving complex support issues, tracking and reproducing issues for the Product team, and analyzing data to provide insights to customers and internal teams.

: in over 1700 schools- also has international - over 30 countries may be up to 50

What does a typical day look like? Main priority is to support ticket queduring the busies season which is mid august to mid october

-Answer questions for teachers anywhere from about the products range from help resetting password or implementation recommendations

-Field questions from parents, students, and teachers

-Helpful to know its not just customer support fielding low level questions and then facilitating- you really are doing the facilitating

-Taking on other responsibilities outside of busy season- knowledge base maintenance and article creation, webinar creation and delivery, could help develop social media, auxiliary dutie, quality assurance and product testing

Training time? Onboarding is 2 weeks officially, but will have support 6+ months -proficient in level 1 tickets- how to know where to find answers 6 months level 2 questions 1 year webinar level 3 answers

Always has team support no matter what- 3 other team members always available

Most support is email- daily ticket volume is 100 ( 400-500 a week) split between 3 during the busy season tappers off 100-150 a week after october

1 or 2 calls prefers zoom but 90% email

Will this person have on-call hours?)- just your workday9-5 - once every 3 weeks has to check que 1 or 2 times a day- called support shifts check the que and every 3rd weekend checking once and ana

the JD says tech savvy--provide more detail here please, does this person need to know scripting languages, SQL or anything like that? No scripted language no development background but basic technical knowledge, browser vs network, cookies because taught developer tools. Technically literate

what is your management style? Casual but not frustratingly casual- get to know the team and play to strengths, how to receive feedback, learn the best ways to teach someone not a flat hierarchy. Always learning, ok to be wrong but lets figure it out.

Company Culture: Obsessed with the art of learning and from teachers

Likes to ask questions, highly communicative, a bunch of english teachers, friendly and casual

Membean culture is very supportive and growth focused - learning company so we understand how learning works top down and ground up

is the teaching exp a MUST HAVE? Nice to have but has strong edtech product support experience

Teaching is nice to have a technical acumen

Growth opportunities? Not a structured growth opportunity but because all of these different hats, ways to grow organically- Tricai started as

But product manager started as part time support and- very much promote internally

what metrics are used to gauge this person's success?

SQL a must have?No Structured query language n

Benefits?

• 100% Medical, Dental, and Vision insurance for employees; subsidized rates for the family.
• 15 days of PTO, 9 public holidays, and unlimited sick days.
• 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

Direct Competitors: (companies to avoid?)

Vocabulary.com

Role:

Title:Product Support Specialist

Salary:65-75

Location: remote- office is in portland

What are the top 3 must-haves for this role?

1.)Interested in learning more

2.) communication, strong writing skills

3.)

What haven't you seen on resumes so far? How to explain the tech piece

Tech Stack:

Profiles to reference? Teachers, science or STEM, or computer science

Travel expectations? 10% once a year to office. Used to be once a quater

Interview process 1st call with the team product support team-1 or 2 of them -30 min

Shana and other girl and tricia- could add another step of support team wants a second opinion

2. Hour long call with tricia and shana

3. Present on a topic on a scenario or toitopic

4. Talk to CEO for final say

Whats missing:

Focus on classroom experience and less tangible datamindede

-no evidence or story or how to approached a solution

Where are you located?

Salary now?

When would you be willing to start?

Legal citizen?

STEM experience?

K12 experience?

Why are you leaving?

Tell me about some the extent of your technical skills?

Give me an example of when you had to use those skills in the classroom?

What do you find drives your succes

32. Give an example of how you've solved a customer problem.

36. Tell me about a time when you worked with an unhappy customer. How did you remedy the situation?

38. What is your biggest win to date?

37. What's the most challenging deal you were able to close?