Product Specialist

Bedrock Learning Ltd.; London; On-site; GBP 30,000 - 50,000

Job description

Bedrock Learning is on a mission to improve literacy and learning outcomes for students worldwide. Our innovative platform provides personalised learning experiences and immerses students in a dynamic, interactive and aspirational curriculum. We combine cutting-edge technology with proven educational strategies to create a powerful tool for teachers, students and parents.

Bedrock Learning works with over 900 schools and supports hundreds of thousands of learners annually to realise their potential through education. We are ranked as the UK’s number one solution in primary and secondary schools, with a market-leading NPS and a platform teachers love.

Literacy is the bedrock of education, and we are dedicated to ensuring every student has the opportunity to succeed at school and beyond.

Working at Bedrock Learning

Educational impact, research and policy are the lifeblood of our operation, and we welcome team members who care deeply about our mission. To succeed in this role, you must have a genuine passion for learning and education.

At Bedrock Learning, we pride ourselves on our collaborative, inclusive, and forward-thinking culture. Our team is passionate and driven, constantly striving to innovate and improve. We offer a supportive and flexible work environment where employees are encouraged to take initiative, think creatively, and drive our mission forward.

If you are looking for a role in a fast-paced environment where you can make a real impact and grow your career, Bedrock Learning is the place for you.

Core Responsibilities

As a Product Specialist, you will play a crucial role in ensuring our schools have an amazing experience using Bedrock's solutions. You will work closely with the Product, Engineering and Teaching & Learning teams to ensure our customer support is precise, rapid and delightful. This is an ideal role for a person who has a detail-driven, customer-centric approach to helping customers get the most out of SaaS solutions.

Your key responsibilities will include:

• Expert Product Knowledge: Demonstrate and maintain expert-level understanding of the 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.

Interested candidates are invited to submit their application. The recruitment process will include the following steps:

• Assessments: Complete psychometric and aptitude tests through Test Gorilla.
• Online interview: Interview with management to discuss your experience, suitability for the role and cultural alignment with Bedrock Learning.
• In-person technical & values interview: A technical task with management to demonstrate your skills for the role and alignment with our culture and values.

Join us at Bedrock Learning and be a part of a team that is preparing young people for tomorrow’s world through innovative technology and an impassioned commitment to raising aspirations. We look forward to receiving your application.

If you like the sound of this role, but find you do not fulfil every single requirement, you might still be a great candidate. If you are a woman or a person of colour, studies show you are less likely to apply for jobs where you do not meet every requirement. Bedrock Learning is an equal opportunities employer and welcomes applications from all suitable persons regardless of their race, sex, disability, religion/belief, gender identity, sexual orientation or age.