Knowledge and Training Specialist
Core
Design and lead onboarding and continuous training programs for Customer Success Managers and Customer Care agents, developing scalable knowledge solutions to improve service quality and retention.
Role type
Senior IC Knowledge and Training Specialist (Customer Success)
Builds
Scalable knowledge solutions, training programs, and learning journeys for Customer Care teams.
Domain
Customer Success / Customer Care / Training & Development
Deliverable
product features (via careerplan.io/jobs/60-002-7E-275-knowledge-and-training-specialist-at-fiverr)
Required skills
Instructional design, Knowledge management, Data analysis, LMS management, Content creation, Stakeholder collaboration, Research, Project management
Preferred skills
AI tool usage for content creation, CRM platform familiarity, Experience in high-growth tech environments
Technologies
LMS, e-learning tools, Knowledge-sharing platforms, AI tools
Responsibilities
Design and lead comprehensive onboarding and ongoing development programs for Customer Care; Develop, maintain, and optimize training materials, knowledge base articles, and best practice guides; Verify the accuracy of knowledge content through data analysis, research, and testing; Manage and enhance learning journeys within the LMS system; Monitor training effectiveness and provide recommendations based on performance data and feedback.
Seniority
Mid-Senior, hands-on IC
