Job Title

JoVE is the world-leading producer and provider of science video solutions with the mission to improve scientific research and education. Millions of scientists, educators, and students worldwide use JoVE for their research, teaching, and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including leaders such as Harvard, MIT, Yale, and Stanford. As a growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.The RoleAs our Customer Success Specialist, you will be the first point of contact for all users of our new products. But this isn’t just a support role—this is a user-centric, product-facing position where your insights will shape what we build and how we grow.You’ll be the person who listens deeply, solves quickly, and translates the voice of the customer into action. Think of this role as equal parts customer success, user research, and product advocacy.RequirementsAct as the primary point of support for new users by leading their onboarding process, addressing inquiries, resolving issues promptly, and ensuring a positive user experienceCreate and maintain support documentation, guides, and FAQs for new productsIdentify patterns across user feedback and report insights to product and engineeringProactively engage users to gather qualitative feedback, uncover pain points, and understand unmet needsPartner with the Product team to design and run lightweight user research initiatives (e.g., interviews, surveys, usability tests)Act as the voice of the user in product discussions, helping to prioritize features based on real-world needsHelp define the support and success infrastructure for products in their early and scaling phasesRequirementsA Bachelor’s degree2–4 years of experience in customer success or user support roles for technology or SaaS environmentsAble to support 9-5 PM EST (US Time zone) shift is mandatoryExcellent communication and interpersonal skills Results-driven, self-starter and ability to thrive in a fast paced environmentDemonstrated success in growing and retaining users or customersExperience in user research or working directly with product teams is a plusWhy JoVE:Be a foundational member of new products that could impact millions of learnersDirect line to product leadership and the opportunity to shape product direction through insightsOpportunity to work with global teams and in an environment that promotes innovation and collaborationOur strong promotion from within culture draws a clear path to advance your career with usYou can expect a salary and benefit packages competitively placed within the local market