About the Role
WorldQuant Learning (WQL) is seeking an Associate Product Specialist to serve as a liaison between its customers and its product, technologies and platforms, mainly Keystone, the Intelligent Curriculum platform. This role’s primary duties include: evaluating customer and platform issues, problem solving, reviewing and maintaining WorldQuant’s support policies, documentation standards and product content strategy. This is a hands-on, customer-facing role for someone who enjoys solving problems, explaining how technology works, and creating clear, engaging content that helps people get the most out of our products. You'll work closely with our product, customer success, sales and marketing teams, and report directly to the COO.
What You'll Do
- Evaluate and resolve customer inquiries, determining the appropriate resolution path for technical issues and guiding users to resolution.
- Serve as a first point of contact for product-related questions and escalating complex technical issues to the appropriate team when needed.
- Support customer onboarding for WQL by evaluating each customer’s specific needs, configuring Keystone accordingly, and leading live training sessions tailored to those needs.
- Advise users on product features and workflows via email, chat, or live sessions, helping them understand how to use the platforms effectively.
- Create and maintain feature demo videos, walkthroughs, and tutorials to support onboarding and self-service learning.
- Work across departments to create the process and repository governing help center articles, FAQs, and other support documentation, and maintaining that documentation on an ongoing basis.
- Analyze recurring user pain points and inquiry trends, to prioritize issues, and report findings and recommendations to the product team.
- Partner with product and engineering teams to evaluate new features and releases and determine how support and demo content should be updated to remain accurate and current.
- Analyze support metrics such as response time, resolution time, and user satisfaction.
What We're Looking For
- Comfort with learning new software quickly and explaining technical concepts in plain language.
- Strong written and verbal communication skills.
- Experience with (or willingness to learn) screen recording and basic video editing tools (e.g., Loom, Camtasia, Adobe Premiere).
- Detail-oriented, organized, and able to manage multiple support requests at once.
- A proactive, empathetic approach to helping users. You enjoy making people's day easier.
- A bias for action and a willingness to lean in where needed, across departments, even if the request isn’t directly related to the role
Nice to Have
- Familiarity with help desk or ticketing tools.
- Basic knowledge of HTML or ability to navigate a CMS.
- Prior experience supporting an online learning platform or SaaS product.
Why Join Us
You'll play a key role in shaping how institutions and learners experience WorldQuant Learning, with direct input into product decisions and the chance to grow into broader product or customer experience responsibilities over time.
*WorldQuant Learning is a total compensation organization where you will be eligible for a base salary and benefits. To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on job function and level, benchmarked against similar-stage organizations. When finalizing an offer, we will take into consideration an individual's experience level and the qualifications they bring to the role to formulate a competitive total compensation package. The estimated base pay range for this position is $49,000 - $58,000.
At WorldQuant Learning, we are committed to providing candidates with all necessary information in compliance with pay transparency laws. If you believe any required details are missing from this job posting, please notify us at careers@wqlearning.com, and we will address your concerns promptly.
