Product Content Support Specialist

At NAVEX, we're transforming the world-making it safer, more ethical, and ensuring every voice is heard. That's real impact.

Our high-performance culture is driven by our values . We move with speed, passion and purpose - as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.

In the Product Content Support Specialist role, you will serve as the operational hub for managing and resolving inquiries related to NAVEX Ethics and Compliance eLearning content. This role owns the intake, triage, and resolution of Salesforce cases, ensuring requests are accurately categorized, routed to the appropriate internal teams, and resolved in a timely and professional manner.

You will play a key role in maintaining the accuracy and usability of NAVEX eLearning content by partnering closely with Instructional Design, Product, and Content Operations teams to track module updates, identify knowledge gaps, and improve internal resources. You will also analyze case trends and data to reduce repeat inquiries, enhance documentation, and recommend process improvements.

The ideal candidate combines strong customer-service instincts, excellent communication skills, and a detail-oriented approach. You will be comfortable working cross-functionally, using data to drive improvements, and supporting a global team environment through collaboration with colleagues across Product Support, Content Operations, and other internal stakeholders.

The expected working hours for this position will be 3:00pm IST to 12:00am IST.

You'll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what's next!

What you'll get:

• Meaningful Purpose. Your work helps organizations operate with integrity and protect their people-at a scale few companies can match.
• High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

• Own daily intake and management of Salesforce cases related to NAVEX Ethics and Compliance eLearning content, ensuring accurate categorization, routing, and timely resolution
• Triage complex, unclear, or misrouted inquiries to the appropriate internal teams to ensure accurate and prompt responses
• Apply established escalation processes for issues requiring senior or specialized input
• Drive continuous improvement by analyzing case data to reduce repeat inquiries, improve processes, identify knowledge gaps, and recommend solutions-including the use of AI to enhance inquiry management and content accuracy
• Ensure content information remains current and accurate by partnering with the Instructional Design team to track and catalog module-level updates in the content management system
• Create and maintain case templates, FAQs, and SharePoint resources to improve response quality and efficiency
• Produce and maintain regular reporting on case volumes, issue types, and key metrics for leadership
• Partner cross-functionally with Content Operations on process improvement and data analysis initiatives
• Collaborate with Product Support colleagues on shared training topics and continuous improvement efforts

• 2+ years of experience in a product support or content support role reviewing, triaging, and resolving product-related questions, ideally within eLearning or content-driven environments
• Strong internal customer-service mindset with the ability to respond professionally, clearly, and efficiently
• Excellent written and verbal communication and interpersonal skills
• Ability to quickly assess inquiry intent, urgency, and complexity, and provide accurate answers or clear next steps
• Sound judgment in escalating issues to eLearning, Product, Support, Sales, or Engineering teams as appropriate
• Strong organizational, documentation, and attention-to-detail skills, with the ability to manage multiple requests and track trends
• Demonstrated ability to identify recurring issues and proactively recommend improvements to documentation, content, or processes
• Working knowledge of CRM and collaboration tools such as Salesforce and Smartsheet
• Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
• Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values

• We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way.
• The starting pay for this role is 1,075,000 INR. Shifts ending between 12:00 AM IST and 07:00 AM IST are eligible for a night shift differential of 500 INR/day. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.