Knowledge and Training Specialist

Description:

We are looking for an experienced Knowledge and Training Specialist with a background in Customer Success Management to join our Customer Care team. If you're passionate about empowering teams, enhancing customer experiences, and driving operational excellence, we’d love to hear from you!

In this role, you will lead onboarding and continuous training for Customer Success Managers (CSMs) and Customer Care agents while also developing scalable knowledge solutions that align with our business goals. You will collaborate closely with leadership to identify knowledge gaps and create training programs that improve service quality, retention, and engagement.

• Design and lead comprehensive onboarding and ongoing development programs for Customer Care.
• Working with different stakeholders (as part of the product enablement part of the role)
• Develop, maintain, and optimize training materials, knowledge base articles, and best practice guides in English.
• Verify the accuracy of knowledge content through data analysis, research, and testing to ensure relevance and effectiveness.
• Manage and enhance learning journeys within the LMS system.
• Monitor training effectiveness and provide recommendations based on performance data and feedback.
• Stay up to date on customer care methodologies, industry trends, and emerging best practices.

• 2+ years of experience in Customer Success Management in a large-scale company – a must.
• 2+ years of experience designing and delivering effective training programs – a must.
• Exceptional communication, presentation, and interpersonal skills to engage and train professionals effectively.
• Professional-level English proficiency with excellent written and verbal communication skills.
• Experience in creating and managing knowledge base articles and training documentation.
• Strong research, analytical, and instructional design skills to develop engaging content for diverse audiences.
• Familiarity with learning management systems (LMS), e-learning tools, and knowledge-sharing platforms – an advantage.
• A proactive, self-driven mindset with strong organizational skills and attention to detail.
• A “Can-Do” approach with the ability to manage multiple projects and adapt to changing priorities.

Nice to have

• Experience leveraging AI tools for content creation, such as AI training video generation.
• Familiarity with Customer Relationship Management (CRM) platforms and associated workflows.
• Prior experience in a fast-paced, high-growth technology company environment.

Working with AI

This role will leverage AI to enhance content creation efficiency, potentially through tools that assist in generating drafts for KB articles or even creating initial video scripts for training modules. However, the strategic direction, quality assurance, and nuanced delivery of training will remain a critical human-led function, ensuring our training is accurate, empathetic, and perfectly tailored to our Customer Care team's needs.