Edtech.com's Summary

Corporate Finance Institute is hiring a Product Specialist. The role involves providing timely and effective customer support for their productivity software tools, including Excel, PowerPoint, and Word, by resolving technical issues, answering inquiries, and improving the customer experience. The specialist communicates clearly with users, tracks issue resolution, and contributes to internal documentation and operational tasks.

Highlights

Serve as first point of contact for customer support related to Macabacus and M365 products
Provide technical troubleshooting, product guidance, and issue resolution via email
Manage inquiries on software access, licensing, billing, and feature configuration
Identify opportunities for customer experience improvements and share insights with the team
Contribute to maintaining FAQs and Help Center documentation
Support administrative tasks and special projects in a lean startup environment
Measure success by first response time, resolution time, and product knowledge growth
Strong written communication, efficiency, resourcefulness, and client focus required
Familiarity or interest in Excel, PowerPoint, Word, and finance/technology sectors is an asset
Interaction primarily with professionals at investment banks, private equity firms, and Fortune 500 companies

Product Specialist Full Description

Product Specialist

Customer Support - Macabacus - Remote
Location

Remote

Department

Customer Support - Macabacus

Employment Type

Full-Time

Minimum Experience

Mid-level

Product Specialist, Macabacus

Reports to: Director, Product & Customer Enablement

Macabacus /ma’cabacus/ There’s only one way to say it, just like there’s only one Macabacus. We’re the go-to platform for finance professionals who demand speed, accuracy, and consistency in Excel, PowerPoint, and Word. Our tools automate the manual work, ensure brand compliance, and help teams deliver flawless, on-brand work, every time. Trusted by top firms around the world, Macabacus is a profitable, product-led SaaS company founded by a former investment banker who knew there had to be a better way.

Purpose

The Product Specialist serves as the first point of contact for our customers, ensuring they receive timely, thoughtful, and effective support. This role is critical in helping users resolve issues, answer questions, and get the most out of our products—often under high-pressure, time-sensitive conditions.

This is a dynamic position that blends customer support, technical troubleshooting, and operational coordination, requiring strong written communication skills and a keen eye for detail. Success in this role means not just solving problems, but doing so with empathy, clarity, and confidence.

A genuine interest in Excel, PowerPoint, Word, and productivity tools is essential, as is the curiosity to continuously deepen this knowledge. A background at a financial services or technology company is a plus, but not required. Our users include professionals at leading investment banks, private equity firms, and Fortune 500 companies, so familiarity with these environments—or the desire to support fast-paced, sophisticated users—is an asset.

Above all, we’re looking for someone who is technically savvy, customer-centric, operationally efficient, and motivated to become an expert in the tools our customers rely on every day.

Job description

• Leverage deep knowledge of M365 and Macabacus to respond accurately and efficiently to customer inquiries

• Provide timely and friendly support via email, assisting customers with product navigation, usage guidance, and technical troubleshooting

• Resolve a wide range of inquiries related to software access, licensing, billing, feature configuration, and account settings

• Identify and communicate opportunities to improve the customer experience through clear, proactive suggestions

• Ensure all inquiries are tracked to resolution, escalating technical or high-priority issues as needed

• Capture and share customer insights and feedback with the broader team to help shape product and business decisions

• Contribute to the upkeep of internal documentation, including FAQs and Help Center articles

• Support the team with general administrative tasks and special projects as needed

• Must be comfortable in a lean startup environment

Success in this role is measured by

• First response time

• Time to resolution

• Ongoing product knowledge and growth

Skills and competencies needed to succeed

• Efficiency

• Communication

• Data Diligence

• Resourcefulness

• Client Focus

• Business Orientation

• Change Management

• Critical Thinking

Original Job Description