Associate, Product Support

Job Title
:
Associate, Product Support

Team
:
Product

Location
:
In-Person in Atlanta (GA), Chicago (IL), New York City (NYC), or Newark (NJ)

Employment Type
:
Full-time

FLSA Classification
:
Exempt

Start Date
: ASAP

Braven is a national nonprofit that prepares promising college students to secure a strong first opportunity after college graduation through a career-accelerating program.

We work with higher education and employer partners to offer a life-changing experience that begins with a semester-long course for college students, followed by support that lasts through graduation.

Together, our ambition is to help rebuild the middle class and revitalize the American Dream.

In order to achieve its ambition of serving 80, 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.

Product Enablement & Support (60%)

• 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

Platform Administration (30%)

• 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

Communications/Other Duties (10%)

• 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

Minimum 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, Dev Ops, Lean, etc

Preferred Qualifications

• Bachelor's degree
• At least 1-3 years of work experience in…