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Customer Education Coordinator



Customer Service
Florida, USA
Posted on Tuesday, July 2, 2024
Salary: $45,000 / €30,858 (depending on location) per annum
At Threecolts, we're not just a software suite; we're a powerhouse for Marketplace entrepreneurs and well-known international brands. Our mission? To revolutionize the Commerce landscape by acquiring, launching, and scaling cutting-edge software tailored for Amazon and Walmart businesses. With robust capital backing and a clear vision, we're poised for an exhilarating phase of accelerated growth. Join us on the journey!
Our vibrant team spans the globe, comprising over 200 innovative minds from 32 countries across five continents. Together, we foster a culture of collaboration, diversity and relentless pursuit of excellence. At Threecolts, every day is a new opportunity to shape the future of Commerce, supported by a community that's as passionate about success as you are.
We're looking for an experienced and talented Customer Knowledge Base and Education Coordinator to join our Customer Relationships team, reporting directly to the Head of Customer Education. The Customer Knowledge Base and Education Coordinator contributes to a positive customer experience by providing and managing knowledge bases for multiple products and developing content.
The CKBEC has excellent English writing skills with impeccable grammar, great attention to detail, and some tech knowledge (API knowledge is a plus).

Key Duties & Responsibilities

  • Creates and manages customer-facing support documentation in a timely manner
  • Works with internal teams to extract specific information and shape it into a clear brand voice that is easy for customers to understand
  • Researches appropriately within or outside the product for accurate documentation
  • Organizes and edits existing documentation in a consistent and easy-to-read format
  • Assists with building knowledge bases of other products & reviewing new articles for overall voice and tone consistency
  • Utilizes support knowledge, metrics, & product research to update/add articles based on user needs
  • Assists with the development of chatbot flows to provide better automation as AI features grow
  • Works on special projects for Customer Education as needed

Essential Skills & Requirements

  • At least two years of experience in knowledge base management and content creation for software products
  • Confidence with digesting technical information and presenting it in a clear way
  • Great attention to details
  • Proficient use in knowledge base systems such as Confluence, Zendesk, or Notion
  • Excellent communication and English writing skills
  • Good team player who can build relationships
  • Organized with the ability to manage multiple projects

Nice to Have

  • Graphic design/video editing knowledge to assist with course/tutorial creation
  • Experience within the SaaS/tech space
  • API knowledge