Customer Education Specialist

• Support the development of scalable training initiatives, including webinars, structured learning programs, and other one-to-many education efforts
• Continuously evaluate and improve training programs based on engagement metrics and user feedback
• Facilitate and moderate live training sessions, workshops, webinars, and other training outlets as needed

• Create and maintain high-quality product education content across formats, including video, written documentation, and live training materials
• Ensure consistency in messaging, tone, and accuracy across all training and content resources
• Contribute to the evolution and scalability of training programs and content strategies

• Partner closely with Product teams to support feature launches through training, documentation, and user-facing communications
• Translate complex workflows and functionality into clear, actionable, and user-friendly content
• Provide feedback to Product teams based on user interactions, training sessions, and identified documentation gaps

• Identify and recommend improvements to systems and processes that enhance training delivery and user engagement
• Drive efficiencies and scalability across training and enablement initiatives
• Help implement tools or workflows that improve content creation and distribution

• Own and continuously improve the Knowledge Base and training documentation
• Ensure all resources are accurate, up-to-date, and aligned with product updates
• Optimize documentation to promote user self-service and reduce support dependency

• Serve as a subject matter resource for Service, Support, and Product teams on training materials and platform functionality
• Support internal enablement initiatives and help bridge communication between product development and user experience
• Collaborate across teams to ensure alignment in how the platform is presented and understood

• 3+ years of experience in training, product education, customer enablement, or a related role in finance (CFP or financial designation a plus)
• Experience creating multi-format educational content (video, written, live sessions)
• Strong ability to simplify complex concepts into clear, user-friendly materials
• Experience working cross-functionally with Product, Marketing, and Customer Success teams
• Excellent communication, presentation, and facilitation skills
• Strong organizational skills with the ability to manage multiple projects simultaneously
• Familiarity with learning management systems (LMS), knowledge base tools, or content platforms is a plus

• Experience in SaaS, fintech, or platform-based products
• Data-driven mindset with the ability to use metrics to improve training effectiveness
• Comfort with webinar tools, video creation software, and documentation platforms
• Experience supporting product launches or feature rollouts

• Increased adoption of product features and core workflows
• Improved effectiveness and scalability of training programs and documentation
• Reduced support burden through enhanced self-service resources
• Strong alignment across Product, Service/Support, and Training teams

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