Documentation Specialist, Customer Education

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Requirements:

• 3+ years experience building customer-facing content at a SaaS company; particularly with technical product documentation.
• Ability to simplify technical product knowledge into easily digestible content for multiple groups of Fleetio end-users.
• Strong grammar, spelling and editing experience.
• Excellent communication skills, both written and verbal.
• Impeccable project management skills, with the ability to manage multiple priorities in a fast-paced environment and collaborate across various teams.

Responsibilities:

• Nurture growth and foster community among Fleetio’s customer base.
• Collaborate with the Manager, Customer Education to align content with overall education strategy.
• Develop and update educational content for Fleetio’s product, including documentation and video tutorials.
• Create and maintain comprehensive documentation to support customers in self-paced learning and troubleshooting; ensure that documentation is clear, concise, and up-to-date.
• Assist with customer-facing webinars that educate customers on best practices and core functionality of the product.
• Utilize data and analytics to track customer progress and engagement with education content.
• Assist the Customer Education team with other long-term education initiatives and product education.
• Provide insights and recommendations for optimizing Customer Education Programs.