Join our dynamic team dedicated to empowering millions of users worldwide through exceptional customer experience! At our company, we take pride in offering unparalleled support and resources to ensure the success of our customers on our automated scheduling platform. As a member of our Customer Experience team, you'll play a pivotal role in helping our customers reclaim valuable time in their day-to-day lives.
Why We Need You
We are seeking a talented Head of Customer Education & Training to lead our efforts in implementing adult learning principles, instructional design expertise, and digital-first, self-service strategies. Reporting directly to the Chief Customer Officer, you'll spearhead the strategy and delivery of all customer-facing digital education initiatives, including the management of our Help Center, Community, and Academy.
A Day In The Life
As the Head of Customer Education & Training, your typical day will involve:
Crafting visionary strategies and tactics to facilitate customer learning and adoption of our platform at an increasingly high standard and operational scale.
Leading a team to develop self-service educational content, training materials, and troubleshooting resources through written, video, and interactive formats, ensuring a top-tier experience across the customer journey.
Collaborating with the CX Operations team to shape the strategic direction and content of our AI chatbot.
Overseeing our localization strategy to enhance the experience for our global customer base.
Managing the teams responsible for our Help Center, Community, and Academy programs.
Establishing and managing a feedback loop to continually refine content based on support interactions and customer feedback.
Mentoring and coaching team members to foster their professional growth and drive impactful outcomes for our customers.
Collaborating with other leaders on the Customer Experience team to prioritize customer success.
What We're Looking For
12+ years of work experience, including 4+ years leading high-performing customer experience teams and 2+ years as a second-line manager in the technology industry.
Proven experience in developing omni-channel customer education strategies across digital properties, with a focus on scaling customer adoption, education, and support.
Familiarity with evaluating, implementing, and maintaining applications for customer education, including Zendesk Guide, Ada, Insided, various LMS's, and rewards/gamification technologies.
Strong leadership skills with a passion for building exceptional customer experiences.
Ability to define, analyze, and communicate KPIs associated with performance, emphasizing continuous improvement.
Comfortable operating in a fast-paced, ever-changing environment where ambiguity fuels curiosity, creativity, and tenacity.
Authorized to work lawfully in the United States of America.
What's In It For You
Join a company poised for significant impact! At our company, you'll have the opportunity to contribute to a product relied upon by millions and play a crucial role in our growth journey. Your work here will propel your career to new heights, surrounded by a team of exceptional professionals dedicated to excellence.
Our Hiring Process
We strive to offer an inclusive and equitable candidate experience to all applicants.
Throughout the process, your assigned recruiter will keep you informed every step of the way. Your feedback is invaluable to us as we continuously improve our processes.
Compensation is determined based on various factors, including location, experience, and job-related skills. Additionally, we offer a comprehensive benefits package, including healthcare, dental, vision, parental leave, 401(k) match, paid time off, and more. Rest assured, exceptional performance is duly rewarded!
Please note that the compensation details mentioned in role postings pertain solely to base salary and do not include bonus/commission, equity, or benefits.
Employment Type: Full-Time
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Education and Training
Industries
Human Resources Services
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