Login Book a Demo
Login Book a Demo

Product Support Specialist

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.

We’re looking for a Product Support Specialist who is passionate about problem-solving, customer service, and technology. In this role, you’ll serve as the first point of contact for customers seeking product assistance, ensuring that every interaction leaves them feeling heard, supported, and empowered. You’ll also collaborate with internal teams to advocate for users, provide product expertise, and help improve our overall customer experience.

What You’ll Do:

Deliver Exceptional Customer Support

  • Serve as the first point of contact for customers seeking product assistance, primarily via email, with occasional Zoom/Google Meet interactions.
  • Troubleshoot issues, guide users through solutions, and ensure they feel supported every step of the way.
  • Act as the voice of our customers by advocating for bug fixes, feature requests, and product enhancements with our 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 QA (Quality Assurance) by testing new product features and identifying potential issues before launch.
  • Help clients with the technical implementation of data integrations (Slate, Salesforce, Blackbaud NXT, Ellucian Recruit, FTP, API, etc.).
  • 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.

Solve Problems & Drive Continuous Improvement

  • 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.
  • Gather insights on common challenges and advocate for product improvements to enhance the overall user experience.
  • Reflect on support processes and recommend ways to make them even better.

What You’ll Bring to the Table:

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—or the willingness to learn quickly.
  • 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.

Why You’ll Love It Here:

At Mongoose, every conversation matters. You’ll join a team passionate about making meaningful connections in higher education and changing lives through smarter communication. We’re all about collaboration, growth, and doing work that truly makes a difference.

Over 4,000 teams across more than 950 higher education institutions partner with Mongoose to Make Every Message Count™. Our SaaS platform helps colleges and universities drive engagement at every stage of the student lifecycle, from admissions to alumni relations.

Our values define us, and we celebrate diversity in all its forms. If you don’t meet 100% of the qualifications listed but believe you can make an impact, we encourage you to apply. We value diverse perspectives and are eager to hear what you can bring to our team.

We Offer:

  • Comprehensive medical, dental, and vision coverage
  • 401K with company match: 100% of the first 3% and 50% of the next 2%
  • Flexible PTO
  • Competitive leave policies
  • $600 home office setup stipend
  • Summer Fridays (half days)
  • 13 paid holidays, including a week off between Christmas and New Year’s

The salary range for this position is $54,000-$61,000.

At Mongoose, we believe that diversity drives innovation, and inclusion builds stronger teams. We are proud to be an equal-opportunity employer and are committed to creating a workplace where everyone feels valued and empowered. 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. If you need accommodations during the application process, please let us know—we’re here to help.

To Apply:

If this sounds like your kind of challenge, let’s talk! Apply today and help us move people forward, one conversation at a time. Send your resume and cover letter to jasmyne@hellomongoose.com.