At NAVEX, we're transforming the worldmaking 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 peopleat 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 ideasnot peopleand 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.
What you'll do:
- Own daily intake and management of Salesforce cases related to NAVEX Ethics and Compliance eLearning content, ensuring accurate categorization, routing, andtimelyresolution
- Triage complex, unclear, or misrouted inquiries to theappropriate internalteams to ensureaccurateand 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,identifyknowledge gaps, and recommend solutionsincluding the use of AI to enhance inquiry management and content accuracy
- Ensure content informationremainscurrent andaccurateby partnering with the Instructional Design team to track and catalog module-level updates in the content management system
- Create andmaintaincase templates, FAQs, and SharePoint resources to improve response quality and efficiency
- Produce andmaintainregular reporting on case volumes, issue types, and key metrics for leadership
- Partner cross-functionallywith Content Operations on process improvement and data analysis initiatives
- Collaborate with Product Support colleagues on shared training topics and continuous improvement efforts
What you'll bring:
- 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 internalcustomer-servicemindset 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, andprovideaccurateanswers or clear next steps
- Sound judgment in escalating issues to eLearning, Product, Support, Sales, or Engineering teams asappropriate
- Strong organizational, documentation, and attention-to-detail skills, with the ability to manage multiple requests and track trends
- Demonstrated ability toidentifyrecurring 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
Our side of the deal:
- 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 makeand 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.
