Product Specialist

3 weeks ago

London, Greater London, United Kingdom Bedrock Learning Full time
About the Role

We are seeking a highly skilled Product Specialist to join our team at Bedrock Learning. As a Product Specialist, you will play a crucial role in ensuring our schools have an exceptional experience using our solutions.

Key Responsibilities
  • Expert Product Knowledge: Demonstrate and maintain expert-level understanding of our product to support both internal and external stakeholders effectively.
  • Efficient Issue Resolution: Investigate, replicate, and resolve customer support issues efficiently, while prioritising tickets and identifying incidents and problems to maintain high standards of service.
  • Optimise In-Product Experiences: Collaborate to enhance in-product features, support customer education, increase feature adoption, and promote self-service solutions.
  • Effective Communication: Manage professional written and verbal communications with customers and internal teams, ensuring clarity, accuracy and responsiveness.
  • Operational Effectiveness: Execute and manage processes for the smooth operation of the product, striving for continuous process improvement, automation, and the elimination of inefficiencies.
  • Data-Driven Support: Generate data extracts, conduct trend analysis, and report on customer support and product engagement to drive decisions and support customer conversations.
  • Market Research & QA: Assist in user interviews, market research activities, and oversee quality assurance checks on new product features to ensure they meet goals and objectives.
  • Feature Impact & Prioritisation: Help measure the effectiveness of new features and assist in prioritising product features based on customer insights and business goals.
Requirements
  • Deep Product Knowledge: Proven ability to understand sophisticated SaaS products in the EdTech space, with a strong grasp of the technical details and the ability to learn and communicate features effectively.
  • Customer Support Experience: At least 2-3 years of experience in a customer support role, ideally with experience using Zendesk or similar ticketing systems.
  • Problem-Solving Skills: Strong analytical skills to diagnose, replicate, and resolve issues quickly and efficiently, while maintaining high standards of customer service.
  • Process-Oriented Mindset: Demonstrated experience in managing and optimising customer support processes, prioritising tickets, and handling incidents.
  • Experience with AI-Driven Tools: Familiarity with or willingness to adopt AI-driven customer support tools and a passion for leveraging AI to improve efficiency and service.
  • Communication Skills: Excellent written and verbal communication skills, with a professional and customer-centric approach in interactions with both external customers and internal teams.
  • Data-Driven Approach: Strong ability to generate, analyse, and present data-driven insights to inform decision-making and contribute to the prioritisation of product features.
  • QA and Feature Validation: Experience in supporting quality assurance processes, including testing new features and providing feedback to ensure they meet goals and objectives.
  • Continuous Improvement Mindset: Proactive attitude towards identifying and implementing process improvements, with a focus on automation and eliminating inefficiencies.
  • Collaboration Skills: Ability to work cross-functionally with product, engineering, and support teams to enhance product delivery and improve customer experience.
  • Research and User Testing: Familiarity with conducting user interviews, market research, and supporting feedback loops to inform product improvements and customer satisfaction.
  • Agile Methodology: Experience working in agile environments, particularly in prioritising product backlogs and working with teams to deliver customer-driven solutions.
What We Offer
  • Comprehensive Benefits Package: 4-day week and flexible working hours, comprehensive private medical coverage, employee assistance programme, eye examination scheme, and closure between Christmas and New Year.
  • Professional Development: Annual pay increase, £1,000 yearly personal allowance for training and development, and exciting opportunities for career growth.
  • Collaborative Culture: A vibrant company culture, regular company-funded social events, and a supportive and flexible work environment.
How to Apply

Interested candidates are invited to submit their application. The recruitment process will include assessments, online interviews, and in-person technical and values interviews.

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