Senior Content Specialist, Customer Education

Your Impact

• Create and maintain clear, approachable documentation and product walkthroughs that empower customers to learn and solve problems on their own
• Own and evolve our knowledge management platform, keeping our internal and external knowledge bases polished, easy to navigate, and up-to-date
• Partner with the Manager, Customer Education to ensure content aligns with our broader education strategy
• Run documentation sprints, making sure the right work is prioritized, assigned, and shipped on time
• Work closely with Customer Support to reduce case volume through better knowledge, smarter content, and AI-powered solutions
• Collaborate with Customer Education and CX teams to shape our internal documentation strategy, including roadmap planning and scalable review processes
• Keep a pulse on what’s working (and what’s not) by tracking trends, sharing insights, and driving continuous improvement
• Proactively identify knowledge gaps by analyzing support trends, product changes, and customer feedback
• Support larger education initiatives like webinars, community programming, and LMS content
• Use data to understand how customers engage with our content and where we can improve
• Bring forward ideas and recommendations to make our Customer Education programs even better

Your Experience

• 5+ years of experience creating and managing customer-facing content in a SaaS environment, especially technical product documentation
• A knack for turning complex ideas into simple, helpful content that works for a variety of audiences
• Strong writing and editing skills with a sharp eye for clarity and detail
• Clear, effective communication, both written and verbal
• Comfort using AI tools and automation to work smarter and move faster
• A deeply customer-first mindset—you care about getting people the right information at the right time
• Strong project management skills, with the ability to juggle priorities and collaborate across teams in a fast-moving environment

Considered a plus

• Previous Fleet or Fleet Software Experience
• Past experience using Helpjuice or other technical documentation tools
• Video production & editing experience
• Community or customer webinar experience
• Experience with Camtasia, Arcade, Wistia or similar systems
• Past experience using Asana or similar project management tool

Benefits

• Multiple health/dental coverage options (100% coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks (increases at year two!)
• 12 company holidays + 2 floating holidays
• Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)