[Hiring] Senior Customer Education Specialist @UpGuard

Role Description

We're looking for a Senior Customer Education Specialist to take real ownership of how our customers learn to use UpGuard. That means building and maintaining the knowledge base, creating tutorials and guides, and making sure our documentation keeps pace with a product that moves fast.

You will play a key role in driving product adoption and long-term loyalty by helping customers maximize their use of our products while reducing their reliance on direct support. You’ll be joining a small but mighty team focused on driving product adoption and empowering self-service.

What will you do?

• Ownership and maintenance of our Knowledge Base (KB) articles.
• Content Lifecycle Lead:
  • Write, edit, and audit technical articles to ensure they are accurate, easy to navigate, and aligned with our brand voice.
• Documentation Strategy:
  • Organize and optimize the information architecture of the Help Center to ensure customers can find answers quickly and intuitively.
• Proactive Maintenance:
  • Partner with Product and Engineering to ensure documentation is updated in lockstep with new feature releases, ensuring zero knowledge lag.
• Quality Assurance:
  • Maintain a high bar for clarity and technical accuracy, ensuring all articles meet accessibility and style standards.
• AI-Enhanced Documentation:
  • Proactively explore and implement AI tools to streamline content creation, improve searchability within the KB, and maintain a high velocity of updates as the product evolves.
• Supporting the Broader Education Ecosystem:
  • Visual Guides & Video: Create high-quality video tutorials and short-form walkthroughs that complement written documentation.
  • Customer Resources: Develop comprehensive product guides, FAQs, and onboarding toolkits tailored to different customer personas.
  • Training Support: Support the wider team in creating webinar materials and slide decks, ensuring all training content matches the official documentation.
  • Engagement Tracking: Monitor content performance (e.g., article helpfulness scores, video views) and iterate based on customer feedback and support data.

Qualifications

• Knowledge Base & Content Mastery: A proven track record of owning a Knowledge Base as a primary product.
• Content Creation Expertise: Strong experience in developing engaging and user-friendly content such as step-by-step guides, video tutorials, webinars, and FAQs.
• Technical Expertise: Strong technical acumen, demonstrated through a technical degree, prior technical role, or experience in a related field.
• AI & Innovation Mindset: An early adopter of AI technologies, excited to experiment with LLMs and AI-driven content tools.
• Cross-Functional Coordination: Demonstrated success working cross-functionally with Product, Customer Success, and Support.
• Analytical Problem Solving: A data-driven approach to content using search analytics, support ticket trends, and article "helpfulness" scores.
• Project Management: Strong organizational skills with the ability to manage multiple initiatives simultaneously.
• Standardization & Scalability: A passion for building templates and repeatable processes.
• Customer-Centric Mindset: A passion for helping customers succeed and empowering them to find value through proactive, self-service education.

Requirements

• Previous SaaS or Cybersecurity Background: Experience working in a SaaS environment or with cybersecurity solutions.
• Customer Insight Expertise: A deep understanding of gathering and leveraging customer feedback and support data.
• Process Optimization: Experience building and implementing content governance frameworks.
• AI Workflow Enablement: Experience translating AI-driven processes into accessible learning content.

Benefits

• Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being.
• WFH set-up allowance: To ensure you have the right environment to work in.
• $1500 USD annual Learning & Development allowance: To support your career development.
• Annual leave: PTO plus two additional UpGuardian leave days.
• 18 weeks paid Parental Leave: Irrespective of parenting role.
• Personal Leave Allowance: This includes sick & carer’s leave.
• Fully remote working environment: No compulsory attendance at physical offices.
• Top-spec hardware: All team members will be provided with top-spec laptops.
• Generative AI subsidy: Paid subscriptions for all team members to access generative AI tools.