Product Support Specialist

Overview

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? 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.

We know that conversations aren’t just a feature—they’re the foundation of connection. That’s why we focus on delivering insights, relevance, empathy, scale, and trust in everything we do. At Mongoose, we’re transforming communication in higher ed because we believe reputation is a mutual responsibility, and the right insights fuel measurable outcomes.

Join us and be part of a team that’s making a real difference in education—one conversation at a time.

• Deliver Exceptional Customer Support
  • Serve as the first point of contact for customers seeking product assistance, managed via email in Hub Spot’s customer support ticketing system.
  • Troubleshoot issues, guide users through solutions, and ensure they feel supported every step of the way, including hosting Zoom meetings to work through issues or provide additional support and training to end users.
  • Act as the voice of our customers by advocating for bug fixes, feature requests, and product enhancements with internal teams.
• Be the Go-To Product Expert
  • Become an expert in our platform, helping both customers and internal teams navigate features and integrations.
  • Assist sales and client success teams in customer conversations that require deeper product knowledge.
  • Support our QA team by testing new product features and identifying potential issues before launch.
  • Help clients with the technical implementation of both higher-ed specific (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data integrations (FTP, CSV, API).
  • Develop written documentation, technical guides, best practices, and release notes to enhance the customer experience.
• Stay Organized & Keep Things Moving
  • Manage support tickets efficiently, ensuring no customer is left waiting too long for a resolution.
  • Own support cases, track progress, and maintain clear communication between internal teams and customers.
  • Simplify technical concepts so that users of all backgrounds can easily understand solutions.
  • Think creatively when troubleshooting technical challenges, digging into software and data issues to find effective solutions.
  • Provide best practices, workarounds, and potential solutions when customer needs extend beyond current product functionality.
  • Reflect on support processes and recommend ways to make them even better.

• Customer-First Mindset
  • A passion for delivering outstanding customer service and ensuring users feel valued.
  • The ability to advocate for customers internally and clearly communicate their needs to product and engineering teams.
  • Strong relationship-building skills, with the ability to create trust and rapport with customers.
• Technical Aptitude & Problem-Solving Skills
  • A general understanding of web applications, integrations, and APIs.
  • Experience troubleshooting technical issues and finding creative solutions.
  • The ability to assess user needs and suggest best practices or workarounds when necessary.
• Organized & Detail-Oriented
  • Experience managing support tickets and ensuring timely responses and resolutions.
  • Exceptional written and verbal communication skills—you can explain complex topics in a simple, approachable way.
  • A methodical approach to tracking, documenting, and following up on customer issues.
• Collaborative & Growth-Oriented
  • A strong team player who enjoys working cross-functionally with client success, product, and engineering teams.
  • A continuous learning mindset—you’re always looking for ways to improve and grow.
  • A proactive approach to identifying process improvements and helping refine support workflows.

• Comprehensive medical, dental, and vision coverage
• 401K with company match: 100% of the first 3% and 50% of the next 2%
• Flexible PTO
• Competitive…