In-App Support Specialist

  • Use product analytics to identify patterns, trends, and areas for improvement in customer usage.
  • Develop, write, and implement comprehensive longitudinal- in-app support strategies tailored to specific client segments.
  • Create, write, and deliver engaging in-app content, including styled guides, nudges, and tips, through the Pendo platform.
  • Generate persona and industry appropriate messaging associated with in-app content delivery Continuously monitor and evaluate the effectiveness of in-app support initiatives, making data-driven adjustments as needed.
  • Using business intelligence (BI) reporting tools like Power BI, provide regular reports and updates to the relevant stakeholders, highlighting key performance indicators and insights.
  • Act as a subject matter expert on in-app support strategies, keeping abreast of industry best practices and emerging trends.
  • Collaborate with cross-functional teams to ensure a seamless customer experience and drive product engagement.


  • Bachelor’s degree in a web content writing or related field, such as UX Writing, Technical Writing, Content Design, Instructional Design.
  • Proven experience in your field, preferably in the SaaS or educational technology industry. Ability to craft concise audience specific messaging for purposes of obtaining a specific goal.
  • Excellent written communication skills, experience crafting good UX copy, and attention to detail.
  • Ability to find the best & shortest way to clearly communicate an idea.
  • Knowledge of frontend development languages like HTML, CSS, and JavaScript Strong proficiency in using data analytics tools and platforms to derive meaningful insights and make data-driven decisions.
  • Demonstrated experience with implementing in-app support strategies and using platforms such as Pendo to deliver targeted content.