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Product Specialist

3 months ago

New York, New York, United States Constructive Dialogue Institute Full time
About CDI

The Constructive Dialogue Institute (CDI) is a non-partisan, non-profit organization that works to heal the deep divisions tearing our country apart. We build educational tools to transform college campuses into inclusive learning environments that support dialogue across differences. To accomplish this goal, CDI translates the latest behavioral science research into educational resources that are evidence-based, practical, and scalable for campus leaders, administrators, faculty, staff, and students. While our educational tools are built primarily for use in higher education, they are also used in workplaces and high schools.

CDI was co-founded by psychologist Jonathan Haidt, the bestselling author of The Righteous Mind and The Coddling of the American Mind. Since launching in 2017, our tools have been used in more than 600 educational institutions and workplaces across the country.

About our values

At CDI, we believe in the power of dialogue to bridge divides. We expect team members to engage respectfully with diverse perspectives and to approach conversations with curiosity and respect, including when encountering perspectives that may be challenging or contrary to one's own. This approach is vital to our effort to be perceived as truly non-partisan by our audience. If you are passionate about reducing political polarization and can demonstrate an authentic commitment to engaging respectfully with a broad spectrum of political beliefs, we encourage you to apply.

Summary

This Product Specialist role is ideal for someone who's agile, customer-focused, detail-oriented, and tech-savvy.

In this position, you'll be the first point of contact for our users, who are mostly students and educators. You'll be responsible for managing inbound inquiries, addressing questions, and troubleshooting technical issues. You'll also contribute to the development of our learning products and have the opportunity to work with the Head of Product on various aspects of our product. Finally, you'll support our content team by tracking and implementing updates across our various program versions.

Responsibilities

Product Support– 40% of time

  • Manage customer support
  • Manage CDI's "contact us" email account and ticketing system
  • Reply to questions and inquiries
  • Route emails to appropriate team members
  • Troubleshoot technical issues for instructors and learners. Our learning platform is young and sometimes this requires a lot of detective work
  • Work with the Product team to evaluate technical issues, identify root causes and design solutions
  • Improve our customer support program by creating email templates and standard operating procedures (SOPs)
  • Become an expert on how to use CDI's products
  • Create user-facing product documentation (FAQs, video walkthroughs)
  • Support organizational partners (colleges, workplaces, etc.) with special product requests or needs

Product Development & QA – 40% of time

You will also act as the "right-hand person" to the Head of Product as we develop new versions of our learning products. You will:

  • Work closely with the Head of Product to support and execute product improvements and initiatives
  • Help create requirements documentation and work with our design and tech resources to make them a reality
  • Implement new programs in our Learning Management System (LMS)
  • Perform basic Quality Assurance (QA) testing on new product features
  • Help develop product documentation (SOPs, video walkthroughs) and identify areas to improve product-related processes

Content Implementation & QA - 20% of time

Finally, you'll help our content team make updates and maintain consistency across a few different versions of our product.

There will be ample opportunities to take on special projects and flex into new areas, depending on your interests and the needs of the organization.

ualifications
  • Required
  • 1+ years of experience in product or technical support
  • Outstanding detail-orientation, analytical, and organization skills
  • Self-motivated with a strong 'figure it out' attitude; able to learn quickly, work independently, and thrive in a fast-paced work environment. We are a nonprofit, but we share some vibes with a startup, and you'll need to be nimble, clever, and thorough in discovering and resolving issues.
  • Enthusiasm for solving customer problems and exceeding customer expectations
  • Comfort with technology and a desire to upskill as part of this role
  • Excellent written and verbal communication skills
  • Availability during U.S. business hours
  • Bonus
  • Prior QA or web development experience
  • Prior experience in product development, EdTech, or a startup environment
Details
  • Compensation — $55-65K, commensurate with experience and expertise
  • Location — Remote, must be based in the U.S.
  • Employment type — Full time, permanent
  • Schedule — 40 hours per week, flexible within contiguous U.S. time zones. Must overlap at least 4 hours per day with Pacific Time working hours.
  • Target Start Date — ASAP