Product Support Specialist

Job 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.

Job Description

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.

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

In this role, you won’t just answer questions, you’ll act as a bridge between our customers and our internal teams, bringing forward insights, advocating for user needs, and helping us continuously improve how our product shows up in the world.

You’ll become a trusted product expert and a critical partner in ensuring our customers get the most value possible from Mongoose.

You’ll troubleshoot issues, guide users through solutions, and host live Zoom sessions when deeper walkthroughs or training are needed.

Key Responsibilities

• 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.
• 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.
• 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, not just serviced.
• What You'll Do Customer Support: Serve as the first point of contact for customers seeking product assistance, managing inbound support through HubSpot and ensuring every interaction leaves customers feeling heard, supported, and confident in their next steps.
• You’ll step into complex conversations when product depth is needed and act as a trusted resource across Support, Sales, and Customer Success.
• Implementation Support: Assist customers with technical onboarding and integration work across both higher-ed systems (Slate, Salesforce, Blackbaud NXT, Ellucian) and general data environments (CSV, SFTP, APIs), helping ensure smooth setup and long-term success.

Required Skills and Qualifications

• 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.
• 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 that enhance the user experience.
• Process Improvement: Reflect on recurring issues, support workflows, and customer friction points, recommending improvements that strengthen both the product experience and the support function over time.
• 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.
• You may already have experience with integrations, APIs, or data workflows, or you’re excited to build that muscle quickly.
• Growth Orientation: You’re someone who wants to keep learning, whether that’s deepening product knowledge, building technical skills, or strengthening how support operates as a function.
• If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply.
• We welcome applicants of all backgrounds, experiences, and perspectives, and we 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.

Benefits and Perks

• $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 At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Mongoose is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.