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 80,000-100,000 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.

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, DevOps, Lean, etc

Preferred Qualifications

• 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.

Work Demands

• 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)

Additional Requirements

• Authorized to work in the U.S.
• Braven doesn’t offer employment visa sponsorship

Application & Interview Process

While the interview process may vary slightly, the general process will be:

• Phone screen with Talent Team member
• Performance Task
• Interview with Hiring Manager
• Panel Interview with Key Partners
• Reference Checks

Braven offers competitive base salaries based on the midpoint of the market among not-for-profit organizations of similar size, with opportunities for salary growth over time. We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact on behalf of the organization, and take internal and external equity seriously. Given our commitment to equity, Braven does not negotiate salary offers; instead, each salary offer is determined carefully using external and internal benchmarking.

Starting salary within the range is determined by role scope and qualifications, with new hires starting at the lower end to allow for growth with performance. Braven does not base compensation on individual candidate salary expectations and is committed to maintaining internal equity. The salary ranges, by geographic market, for this role are set forth $59,500-$74,300 in Atlanta, $62,700-$78,300 in Chicago, $69,000-$86,200 in New York, NY & Newark, NJ. This is a full-time, regular, exempt, and benefits-eligible position where you will be working at 100% capacity.  

Braven also provides competitive, comprehensive benefits, recognition, and career development. While Braven reserves the right to change benefits at any time, current benefits include: 

• 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

Please note that Braven is firm in its compensation philosophy; therefore, only candidates who believe our total rewards package aligns with what they are looking for in their next opportunity are encouraged to apply. 

Location

We gather in the office 3 days a week (Tuesday through Thursday) and work remotely 2 days a week (Monday and Friday). Therefore, this role requires teammates to live within commuting distance of one of our hubs: Atlanta, Chicago, New York, or Newark. We believe in the magic, connection, and collaboration that happens when people work together face-to-face, and we believe in giving people flexibility to focus, balance personal priorities, and save themselves two commutes per week.

Braven is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.  We encourage talented individuals of all backgrounds to apply.