Customer Education Specialist

About the Role

Reporting to the Customer Education Manager, the Customer Education Specialist is responsible for writing support and training content based on best practices, and auditing any learning content for accuracy, style, and design. This role is focused on basic delivery of training and contributions to the online university and other educational resources. They help to enable the average customer and retain the largest customer segments. They work closely with the product and customer success teams to identify customer needs and create relevant training content.

Ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; and named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025.

Benefits and Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical, Dental, and Vision for employee
• 70%+ employer-paid premiums for Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid company holidays
• 15 days PTO to start, increases with tenure and seniority
• Paid parental and adoption leave
• Compensation Range: 
  • CO: $61,200 - $70,720
  • WA: $81,000 - $93,600

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do

• Content Management
  • Product Knowledge - Able to understand and describe all key features of the product to cover the primary use cases for our customers.
  • Understands basic requirements, identifies basic risks and sets a timeline for execution for the courses, in-app content, or video content. 
  • Collaborate with cross-functional teams to identify customer education needs and work with the education manager to map the development of relevant content.
  • Completes deliverables consistently and on time.
  • Delivers well-written content in a variety of formats that meet style and accuracy expectations, with a minimum of copyediting required.
  • Produces screenshots, screen recordings, and other forms of content as needed.
  • Effectively manages and communicates change across stakeholders on a project.
  • Stay up-to-date with industry trends and advancements to ensure our customer education programs remain relevant and effective.
• Metrics & reporting
  • Monitor and evaluate the effectiveness of customer education programs through feedback and analytics.
  • Contribute to a documentation library of content lifecycle, tools used, and processes followed.
• Customer Experience
  • Manage catalog pages, courses, assets, theming, tags, and groups.
  • Has a general  understanding of how the product fits into the jobs and roles of our key personas.
  • Regularly solicit feedback from Customer Success,  Support, Sales, and Product Management for the training and education content.
  • Apply learnings from customer feedback in user groups, beta groups, and cases to gain additional insight into perceptions or suggestions for the Help Center.
• Other duties, as assigned.

What You'll Bring

• 2 years experience in education, copywriting, customer support, communications, or a related field.
• 1 year of professional experience in customer education and training.
• 2+ years working with enterprise software solutions.
• Relevant experience with Pendo or product experience and digital adoption solutions.
• Familiarity with learning management systems and e-learning platforms.
• Proficiency in creating and delivering engaging training materials.
• Excellent communication and presentation skills.
• Strong problem solving and analytical skills.
• Persistence and determination to deliver results.
• Interest in implementing feedback and dedication to the improvement of skills and work.
• A desire to help people and improve the customer experience.
• Relevant experience with HTML, CSS, or javascript.
• Experience in curriculum design.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. Pushpay uses E-Verify to confirm employment eligibility. Head to our career page to learn more.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

Applications will be taken on an ongoing basis.

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