Customer Education Manager

Summary

Join Collective, a company redefining how businesses-of-one operate, as their Customer Education Manager. You will be responsible for creating engaging educational content to help customers maximize product value. This role involves collaborating with various teams to develop self-service resources, reduce support requests, and boost member satisfaction. You will develop a comprehensive education strategy, manage the Help Center, design in-product support, and create various learning materials. Data analysis will be crucial to optimize content and learning outcomes. The ideal candidate possesses significant experience in instructional design and customer education, along with strong writing skills and familiarity with relevant tools and technologies.

Requirements

• 4+ years of experience in instructional design, customer education or related roles
• Familiarity with adult learning principles and best practices in instructional design
• Experience managing knowledge or help centers with large quantities of content and interdependencies
• Experience managing content pipelines and prioritizing content requests from various teams
• Ability to quickly grasp complex financial concepts and make them easily understandable in text and visuals
• Creative mindset with a focus on creating interactive and engaging learning experiences
• Impeccable English writing skills, including correct grammar, syntax, punctuation, and spelling
• Familiarity with learning management systems and online course creation tools

Responsibilities

• Identify customer learning needs and knowledge gaps through research and feedback
• Lead the development and delivery of a comprehensive education strategy, creating self-service knowledge pathways that guide customers through our product and service
• Own Help Center strategy, content writing and management
• Ensure Help Center is intuitive, searchable, easy to understand, and deflects support ticket requests
• Collaborate with internal teams to create tools that enable them to share resources with customers
• Design in-product education strategies that guide users with contextual assistance during their journey
• Develop interactive tooltips, guides, and walkthroughs that proactively address potential pain points and help users navigate complex financial concepts
• Write effective and engaging educational content across customer touchpoints, (in-product, email, Help Center, and community platform)
• Lead the creation of learning materials, such as customer webinars, videos, online courses, resource guides, and visual aids
• Work with subject matter experts to gather information and ensure accurate and compliant representation of core concepts
• Implement quality assurance processes to review and continuously enhance existing content, ensuring accuracy, relevance, and effectiveness
• Monitor and measure the effectiveness of the customer education program
• Use data-driven insights to optimize content strategies and improve learning outcomes

Preferred Qualifications

• Knowledge of AI search and summary best practices
• Experience with customer-facing roles and a passion for driving customer success
• Experience with video production and webinar platforms
• Experience working at a fast-paced, growing startup
• Experience developing educational materials for SaaS or fintech products and services

Benefits

• Compensation Range: $134,000 - $147,400 annual base salary
• Location: San Francisco (Hybrid) or US (Remote)
• A diverse and collaborative team culture
• Stock options package
• 14 company holidays + unlimited PTO
• 401K
• Employer paid Health, Vision and Dental Insurance
• 100% coverage for employees
• 75% coverage for dependents
• Mac laptop + $750 Home office stipend
• Generous paid parental leave
• Fertility benefits, up to $8k
• Team events and virtual gatherings
• $600 wellness bonus