Associate, Product Support

Braven • Atlanta, GA

6d • $59,500 - $86,200 • Hybrid

About The Position

In order to achieve its ambition of serving 80,000-100,000 Fellows over the next decade, Braven is hiring an Associate, Product Support, who will own the administrative and support functions for third-party platforms at Braven. You will play an integral role in supporting Braven's flagship product, the Accelerator course. You will support Braven Fellows, Leadership Coaches, Graders, and internal teammates as they navigate the course by responding to tickets, customizing courses for each Higher Education Partners, and triaging issues as they surface throughout the semester. You will serve as a subject-matter expert for our third-party platforms, developing an understanding of how updates to those platforms could impact work across the organization and sharing those learnings with key stakeholders. You will also perform quality assurance checks on the functionality of new engineering fixes and features, and make recommendations that help to support translating the problems you see, through those checks, into recommendations that help solve issues more efficiently. This role is on the Product Team and reports directly to the Director, Product Support.

Requirements

• 1-3 years of Customer Experience or experience in a technical support role
• Proficiency in a ticketing system software, such as Jira Service Management, Zendesk, or others
• Familiarity with Salesforce, Google Suite, Zoom, and Slack
• Basic knowledge of modern software development practices and concepts such as Agile, Waterfall, Scrum, DevOps, Lean, etc
• Authorized to work in the U.S.
• Ability to work in-person in Atlanta (GA), Chicago (IL), Newark (NJ), or New York City (NYC) at least 3 days per week
• Ability to work some evenings and weekends to support 10-15 events per semester (both virtual and in-person)

Nice To Haves

• Bachelor's degree
• At least 1-3 years of work experience in technical customer support
• Strong communicator and facilitator, able to present ideas and content in a concise, clear, engaging way, and able to adapt your approach to meet the needs of a variety of stakeholders, including technical and non-technical teammates
• Experience with data visualization tools (ideally Tableau), student experience platforms (ideally Pathify), Learning Management Systems (ideally Canvas), and project management platforms (ideally Jira Work Management)
• Strong initiative and ability to work independently with limited direction
• Commitment to continuous learning and improvement, and comfort seeking out, receiving, and implementing constructive feedback.
• Excellent ability to collaborate effectively and cross-functionally with teammates and problem-solve at the systems level
• Passion for our mission and those whom we serve, as evidenced by an unwavering customer service orientation and drive to set others up to do their best work
• Comfortable with ambiguity and working in the gray, while being excited about and able to convert that gray into black and white
• Willingness to roll up your sleeves to get the work done that will propel Braven through this growth phase
• Demonstrated commitment to building strong and welcoming cultures that help to develop others.
• Exemplification of Braven’s core values.
• Experience that has informed your belief in Braven’s mission and has prepared you to work with, or for, Braven’s student Fellow population.

Responsibilities

• Monitor and triage the ticketing queue: Review incoming tickets for urgency, impact, and root cause signals; assign/escalate appropriately and ensure nothing slips through the cracks.
• Support ticket quality and follow-through: Gather missing context, reproduce issues, document clear steps-to-recreate, and resolve, and coordinating with Product/Engineering.
• Spot patterns and prevent repeat issues: Analyze ticket themes to identify trends and or process improvements.
• Maintain customer-facing clarity: Provide timely, empathetic updates on ticket status and workarounds; set expectations on timelines and resolution paths while protecting trust.
• Design and implement trainings on core products for staff who interact with products in their roles.
• Collaborate across key stakeholders to determine the scope and capacity needed for new product launches and ongoing support.
• Evaluate product support infrastructure and identify areas of risk and standard operating procedures for customers and staff.
• Audit current processes and support quality assurance testing to make recommendations for improvement, both in training and delivery of support
• Serve as one of the central points of contact on the Product Support team for Braven's core technology products, inclusive of fully understanding the functionality of the third-party platforms
• Coordinate with key internal stakeholders on a regular basis to provide relevant updates that impact their day-to-day operations and to push content updates to platforms
• Support the creation of communication plans for the rollout of new features or bug fixes across key stakeholders (internal and external)
• Communicate key themes that emerge through support requests to identify potential areas for development updates

Benefits

• Unlimited vacation time in addition to org-wide holidays and three team-wide, week-long shutdowns in Spring, Summer, and Winter (this is a minimum of 24 days per year)
• Braven supports your path to parenthood and beyond with $25,000 in lifetime Carrot benefits for fertility, family-building, and hormonal health
• Match of your 401K contribution up to 5% of your base annual salary, starting in your first full month
• Coverage of 85% of the health insurance premium for employees and dependents
• 12 weeks of paid parental leave
• A one-month paid sabbatical after 4 years on staff

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees