Senior Product Enablement Specialist – White Label Mobile App

This is a fully remote position, open to applicants in India.

📋 Description

• Act as a subject-matter expert for the operations of White Label Mobile Apps.

• Take ownership of intricate and high-priority mobile app cases as well as significant customer escalations.

• Address complex scenarios involving rejections from Apple and Google.

• Examine recurring issues related to submissions, builds, accounts, and platforms.

• Manage sensitive or escalated cases involving agency owners until resolution.

• Identify underlying causes and propose operational, product, or engineering solutions.

• Collaborate with Product and Engineering teams on critical issues.

• Align support and billing departments regarding customer-related matters.

• Serve as the escalation point for PES I and PES II specialists.

• Maintain and document the requirements and resolutions for rejections from the Apple App Store and Google Play.

• Develop and enhance SOPs, troubleshooting guides, and internal documentation.

• Utilize AI tools to optimize troubleshooting and documentation workflows.

• Provide coaching and mentorship to PES I and PES II specialists.

• Assist in onboarding and training new specialists.

• Analyze recurring obstacles, rejection patterns, customer issues, and operational inefficiencies.

• Suggest automation and process enhancements.

• Enhance operational SLAs, customer communication, tracking, and reporting.

• Participate in pilot programs and testing of new mobile app processes and features.

• Offer operational insights to Product and Engineering teams.

• Function as an individual contributor while assuming leadership responsibilities through expertise, coaching, escalation management, and operational improvements.

⛳️ Requirements

• Proven experience in product enablement, technical operations, SaaS support, mobile app operations, or a similar field.

• Advanced skills in troubleshooting and root-cause analysis.

• In-depth knowledge of the mobile app submission processes for Apple and Google.

• Experience in managing complex customer escalations.

• Capability to coach and support fellow team members.

• Excellent written, verbal, and cross-functional communication skills.

• Ability to recognize patterns and transform recurring issues into scalable solutions.

• Strong sense of ownership and ability to work independently.

• 4–7 years of relevant experience.

• Advanced understanding of the Apple and Google mobile app ecosystems, including submission, review, release, transfer, and account-management processes.

• Solid grasp of Apple Developer, App Store Connect, Google Play Console, certificates, identifiers, provisioning, API keys, APNs, and Firebase.

• Expertise in troubleshooting build failures, submission issues, store rejections, account/configuration hurdles, and mobile app integrations.

• Strong knowledge of APIs, JSON/configuration files, authentication/access concepts, logs, and developer tools.

• Advanced proficiency in Google Sheets and Excel.

• Experience in designing and refining SOPs, technical workflows, troubleshooting guides, and escalation procedures.

• Ability to replicate technical issues and provide clear reproduction steps, evidence, expected behavior, and business impact.

• Capacity to mentor PES I and PES II team members.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible work hours and remote work options.

• Collaborative and inclusive company culture.