Documentation and Training Specialist I, Operations

Role Introduction

In this role, you will work alongside the Training & Documentation manager to maintain the Operations team’s internal knowledge base, training materials, macros, customer help center articles, and training materials. You will also lead live training sessions with agents, internal team members, and our BPO partner trainers as needed. You will report to the Operations Quality Assurance Manager with oversight from the Training & Documentation Manager.

A successful candidate will have at least 2 years of experience in documentation and training. You are passionate about ensuring agents have the resources and knowledge they need to deliver high quality customer support. You are experienced with customer support ticketing tools like Zendesk, knowledge management tools like Notion or Confluence, and presentation programs like Google Slides or PowerPoint.

Responsibilities

• Work collaboratively to document and maintain step-by-step processes, standard operating procedures (SOPs), guides, and training materials for the Operations team and our outsourcing partners.
• Collaborate with the Customer Success team and other cross functional partners to create and maintain customer-facing help center articles and macros.
• Facilitate live and recorded onboarding, refresher, and new release trainings for Operations team members and outsourcing partners as needed.
• Maintain expert-level knowledge on our products, processes, compliance policies, and brand tone and voice.
• Interact regularly with customer success and back office team leads and floor support, QA analysts, and Operations leadership to determine documentation and training opportunities.
• Periodically review metrics to assess the effectiveness of our documentation and training programs and create data-driven action plans for improvement as needed.
• Respond to documentation and training related questions from team members across the company.
• Participate in creating and maintaining a document management system for the Operations team.
• Occasional audit of customer support interactions and back office actions to identify opportunities for training and documentation updates.

Requirements

• 2+ years of experience creating widely used internal documentation and customer-facing content
• 1+ years of experience managing training programs for a customer support, sales, or operations function
• Strong organizational and prioritization skills
• Demonstrated excellence in attention to detail and communication (both verbally and in writing)
• Proven ability to work across functions, with different subject matter experts, to ensure detailed and accurate process documentation
• Experience deploying different learning methods when necessary and providing constructive feedback regularly
• Ability to meet deadlines when working collaboratively in a fast paced environment
• Knowledgeable about security and compliance protocols within a customer support environment
• Experience with CRM systems such as Zendesk, Salesforce, SAP, etc., and with documentation management systems like Notion, Evernote, or Confluence, etc.
• Experience with presentation programs like Google Slides or PowerPoint

Preferred, but not required

• Background in customer support
• Experience working in fast-paced environments
• Knowledge of the financial system and regulations
• Involvement in training offshore outsourcing teams
• Experience using and creating course content for a LMS (Learning Management System)

Location and Benefits:

We prefer people located in Seattle or those willing to relocate. We have a hybrid work style, with the team meeting at our downtown office twice weekly.

We offer a competitive salary range of $65,125 to $68,750 annually, with significant equity potential based on experience and qualifications. Our comprehensive benefits package includes health, dental, and vision insurance, a 401(k) plan, paid time off, and a remote work environment.