About Ugaoo
Ugaoo is India's leading gardening and home-grown lifestyle brand, building a deeper connection between people and plants. What started as a horticulture-first business has evolved into a full-stack D2C ecosystem, with our website serving as a key growth engine where customers across the country discover plants, gardening essentials, and plant care solutions.
Alongside our D2C platform, Ugaoo also reaches customers through select offline (Retail, Corporate Gifting, Services & Maintenance) and marketplace channels. As we continue to scale, our focus remains on building a category-defining brand that makes gardening accessible, enjoyable, and aspirational for modern consumers.
Role Overview
We are looking for a Product Subject Matter Expert who will act as the single source of truth for all product-related knowledge at Ugaoo. This role will drive structured product understanding across teams by designing and delivering training programs, knowledge frameworks, and practical learning interventions. The SME will enable Customer Delight and all cross-functional teams with accurate, updated, and easy-to-apply product knowledge so that customer experience and internal decision-making stay sharp and aligned with brand standards.
This role sits at the intersection of product, customer experience, and capability building.
Key Responsibilities
Product Knowledge Ownership
- Act as the central knowledge owner for all Ugaoo products across categories.
- Build deep expertise in plant care, gardening products, inputs, accessories, and related offerings.
- Continuously update product knowledge based on new launches, vendor inputs, and category evolution.
- Partner with product, sourcing, and category teams to stay ahead of product changes and roadmap.
Training & Capability Building
- Design and deliver structured product training programs for Customer Delight teams.
- Extend training support to other functions including Sales, Marketing, Operations, Retail, and Supply Chain where product understanding is critical.
- Conduct onboarding product bootcamps for new hires across relevant teams.
- Run refresher sessions and micro-learning modules to keep knowledge current and usable.
Learning Content Development
- Create product manuals, SOPs, knowledge guides, FAQs, and training decks in simple, usable language.
- Develop quick-reference playbooks and troubleshooting guides for customer-facing teams.
- Build scalable learning assets such as videos, demos, and internal knowledge base articles.
- Standardize product communication frameworks across teams.
Customer Query Enablement
- Support Customer Delight team with deep-dive inputs for complex product queries and escalations.
- Create response frameworks and decision trees for recurring product-related issues.
- Reduce query resolution time by strengthening first-level product understanding.
Cross-Functional Enablement
- Act as a go-to product advisor for internal teams needing product clarity.
- Support Marketing with accurate product storytelling inputs.
- Support Sales and Retail with feature-benefit positioning and usage guidance.
- Align product messaging across touchpoints to ensure consistency.
Quality & Continuous Improvement
- Track training effectiveness through assessments, feedback, and performance metrics.
- Identify recurring knowledge gaps and proactively close them through targeted training.
- Continuously upgrade training methods to keep learning engaging and outcome-driven.
Key Skills & Competencies
- Strong product understanding mindset with ability to simplify complex information.
- High clarity in communication and teaching approach.
- Training and facilitation capability across diverse teams.
- Structured thinking and documentation skills.
- Cross-functional collaboration ability.
- Problem-solving and query-resolution orientation.
- Comfort with creating learning content and knowledge systems.
Preferred Background
- Educational background in Horticulture, Botany, Agriculture, or related plant sciences.
- Prior experience as a Professor / Lecturer / Trainer in Horticulture or related academic field will be highly preferred.
- Strong theoretical and practical understanding of plants, gardening practices, soil, fertilizers, plant health, and plant care.
- Experience in training, knowledge sharing, or academic instruction will be an added advantage.
Join us, and help shape the future of gardening and grow with us, because Plants Grow People. 
