Are you passionate about creating organization and logic out of an abundance of information? Do you thrive on turning complex information into clear, engaging, and accessible resources? Are you ready to play a key role in shaping how customers and team members interact with a product's knowledge base? If so, the Customer Education Specialist role at WorkBright might be your perfect fit!
About the Company
WorkBright is a leading HR platform for radically simple form verification. We're getting people to work faster by streamlining the hiring process.
Workbright is a Certified B Corp. We balance our purpose and profit as we consider our impacts on all stakeholders from a social, environmental, and governance perspective.
We're also a pretty great place to work. And don't just take our word for it-we're proud to be in Outside Magazine's Top 10 Best Places to Work for 2024 (and 2023, 2022, 2021, and 2020) as well as Inc. Top Workplaces for 2023.
Summary:
The full-time Customer Education Specialist helps support WorkBright customers by ensuring the accuracy and completeness of customer resources within the WorkBright Knowledge Base and WorkBright Support pages while ensuring that engagement and effectiveness of the content is reaching our customer base. The Customer Education Specialist will support Client Services in bringing relevant and updated content to customer newsletters and online learning events. In addition, this position will create and maintain internal training materials ensuring our customer facing teams have the learning tools they need to optimize their interactions with customers.
Responsibilities:
- Develop and maintain product expertise both in terms of breadth and depth to effectively create clear and concise Knowledge Base content such as written articles and videos.
- Collaborate closely with the Product and Engineering teams to incorporate product releases and updates into the Knowledge Base articles and internal training materials published in Tettra (internal knowledge management platform)
- Structure the Knowledge Base with logical categories and tags to enable easy navigation, search functionality and compatibility with the chat bot
- Develop a robust strategy to monitor the Knowledge Base and internal training materials for outdated or inaccurate information and implement updates as needed
- Gather cross-department information to create content for various modalities of support including but not limited to the WorkBright Support page, customer newsletters, online learning and communication events and in-app announcements
- Partner with the Customer Enablement team to incorporate updates to the WorkBright Support page aligning brand and support messaging across the entire Client Experience team
- Track usage and engagement metrics to identify areas for improvement and assess effectiveness of the different knowledge and information sharing modalities
Required Qualifications:
- Experience in a customer service role at a SaaS company, HR SaaS preferred
- Advanced written communication skills to clearly articulate complex information and effectively communicate with diverse audiences
- Experience and comfortability with creating and editing high-quality video content
- Excellent organizational skills to structure information, manage content updates, provide valuable content and maintain a well organized Knowledge Base and internal training site
- Problem-solving skills to identify issues within the various knowledge areas and develop solutions to improve access and usability
- Collaboration skills to work effectively with cross-functional teams to gather knowledge and ensure broad adoption
- Self-confident, self-directed, solutions-focused, forward-thinking
Desired Qualifications:
- Proficiency with Knowledge Base management software, content authoring tools or website building platforms
- Experience in the HR tech space with knowledge of general hiring practices and federal and state onboarding form requirements
Values:
Ability to demonstrate understanding and apply our department-specific workplace values:
- Domain Experts - We continually train to maintain a high level of domain expertise across our core onboarding products and empower customers with robust answers to questions in our knowledge base and in CS interactions.
- Attentive Care - We honor and measure our guaranteed delivery times, ensuring all WorkBright clients receive quick & thorough responses to inquiries and issues.
- Empathetic Resolve - We apply thoughtful listening to identify the impact of issues on administrators and end users to not only answer questions but go one step further to address feelings, thoughts, and experiences.
- Customer Advocates - We are the voice of the customer to the internal WorkBright team and use this voice to help direct product development for the highest benefit of our core users.
Additionally, all WorkBright employees are expected to:
- Review the Employee Handbook, Core Values, Code of Ethics and our B Corp related documents and commitments.
- Attend our annual Justice, Equity, Diversity, and Inclusion training. Provide feedback on our diversity efforts to our JEDI leader and through the annual diversity survey.
- As it relates to your work at the company, using the provided tracking form, track your actions that contribute to our carbon footprint.
- Using the provided tracking form, track your water and energy usage in your home office and set a goal to reduce over time.
- Make best efforts to properly dispose of your compost, recycling, trash and hazardous waste at home, as your home office is an extension of your work. If needed, talk to our Environmental Management Leader for insight on best practices and to find your nearest drop-off location.
- Utilize your funds for our monthly Lunch & Learn ideally to support local farmers and businesses that provide healthy and sustainable foods.
- Participate in our monthly fitness challenge whenever feasible.
- Volunteer and log four days each year (PTO provided), ideally with our community partner and/or mentoring the startup community. Share your volunteer experiences and mentoring or civic support activities at our company meeting.
- Actively use your voice to advocate for causes related to the support of the Contingent Workforce and the adoption of government paperless solutions.
What We Offer You: Compensation and Benefits
- The hourly range for candidates is: $27 - $30 per hour
- This is a full-time, non-exempt position
- Opportunity to work at a B Corp!
- 12 days of PTO to start, additional PTO days based on tenure, and paid holidays
- 1 extra paid day off to volunteer in your community each quarter
- Health and dental (with competitive employer coverage), life insurance, FSA with company match, 401K with company match (eligibility for match after one year of employment), additional reimbursements including home office set up, personal and professional development, and wellness
- The ability to work from wherever you want!
At WorkBright, our core values are to be Ambitious Achievers, Thoughtful Listeners, Caring Peers, and Trusted Guides. We celebrate diversity and pride ourselves in fostering a productive, fun and positive company culture. We are proud to be an equal opportunity workplace and are an affirmative action employer.
