Product Support Specialist

About Woolf

Our Mission We're building a category-defining company to increase the speed of innovation in higher education. Woolf's mission is to increase access to world-class higher education and ensure that it is globally recognized and transferable. We help qualified education organizations launch world-class higher education programs that issue academic credits and globally recognized accredited degrees.

Woolf University is a collegiate higher education institution modeled on the University of Oxford and Delhi University. We are the first global collegiate university to allow other education organizations to join as member colleges and issue degrees. Our colleges include some of the fastest growing EdTech companies in the world: UpGrad, Scaler, GoIT, EduBridge, AlmaBetter, and others. We have a pipeline of further prospects in India, where we continue to grow.

Our Team We are a globally distributed, fully remote team with a bias for action. Our team is mission-aligned, high EQ/low ego, and committed to excellence. Our investor group includes First Round Capital (who also led the investment for Notion, Roblox, Uber, and Square), Connect Ventures, IOVC, All Access Fund, and Tribe Capital.

The Role As a Product Support Specialist, you’ll play a critical role in bridging the gap between our users and our product teams. You’ll be the go-to expert for resolving technical issues, answering product-related questions, and ensuring that our customers have a smooth and supportive experience using our platform.

You’ll provide thoughtful, solution-focused assistance, advocate for user needs, and help turn feedback into action. Your insights will directly influence how we enhance our tools, ensuring they remain impactful and intuitive for our growing global user base.

Key Responsibilities:

• Serve as the primary contact for customer support inquiries via email, chat, or phone.
• Troubleshoot product-related issues and guide users through technical problems with clarity and patience.
• Document recurring issues and user feedback to help inform product improvements.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Maintain detailed support records and contribute to the knowledge base and FAQs.
• Identify support trends and suggest proactive solutions or workarounds.
• Provide product training and onboarding support to new users when needed.
• Advocate for user needs internally to help shape product enhancements and roadmap priorities.

Qualifications:

• 3+ years in a customer or product support role, ideally in a SaaS or EdTech environment.
• Strong written and verbal communication skills with a clear, empathetic tone.
• Tech-savvy with the ability to quickly learn and support web-based tools and platforms.
• Experience with support tools.
• Problem-solving mindset with a strong attention to detail.
• Familiarity with the higher education sector, learning management systems (LMS), or education technologies is a plus.