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Knowledge and Training Specialist
On-siteFull-timeTechnical Writing And TrainingEnterprise SoftwareOnline Marketplace
Lead onboarding, continuous development, and knowledge management for Customer Success Managers and Customer Care agents. Create scalable learning solutions, improve service quality, and use performance data to optimize training effectiveness.
Responsibilities
- Design and lead onboarding and ongoing development programs for Customer Care.
- Collaborate with stakeholders on product enablement and knowledge needs.
- Develop, maintain, and optimize training materials, knowledge-base articles, and best-practice guides in English.
- Research, test, and verify knowledge content for accuracy and relevance.
- Manage and improve learning journeys in the LMS.
- Monitor training effectiveness and recommend improvements using performance data and feedback.
- Track customer-care methodologies, industry trends, and emerging best practices.
- Use AI-assisted content creation while maintaining human-led quality assurance and tailored training delivery.
Requirements
- At least 2 years of experience in Customer Success Management within a large-scale company.
- At least 2 years of experience designing and delivering training programs.
- Professional-level English with excellent written and verbal communication skills.
- Experience creating and managing knowledge-base articles and training documentation.
- Strong research, analytical, and instructional design skills.
- Familiarity with learning management systems, e-learning tools, and knowledge-sharing platforms is advantageous.
- Strong organization, initiative, attention to detail, and ability to manage changing priorities.
Nice to have
- Experience using AI tools for content creation, including training video generation.
- Familiarity with CRM platforms and related workflows.
- Experience in a fast-paced, high-growth technology company.