Careers

We are looking for a Product Knowledge Specialist to join the L2 team! This position manages the customer education process for all L2 products, including the creation, maintenance, and delivery of comprehensive training programs and support documentation using the Thinkific e-learning platform. This is a fully remote position with minimal travel for team  meetings and/or client events. Salary is commensurate with skills and experience.

Job Summary

The L2 Product Knowledge Specialist is responsible for continuously learning and sharing product features and functionality, both internally and externally, to ensure clients fully understand and utilize our products. This role manages the entire customer education process for all L2 products, including the creation, maintenance, and delivery of comprehensive training programs and support documentation. The Specialist will design and update training modules using the Thinkific e-learning platform, aligning content with product updates and customer needs. Additionally, this role involves developing and managing product resources such as demo, sales/web information, user guides, FAQs, and troubleshooting articles.

This position collaborates closely with cross-functional teams, including Product Management, Development, Customer Support, and Sales, to keep them informed about features, functionality, and use cases. The Specialist also gathers insights and feedback to ensure training materials are relevant, accurate, and meet the evolving needs of our customers. While this role does not involve direct people management, it requires strong collaboration and project management skills.

Key Responsibilities

Customer Education Process Management:

• • Oversee the entire customer education process, from demos to onboarding and on into continuous learning.
  • Ensure that all educational processes and materials are current, accessible, relevant, and effective for various customer segments.
  • Incorporate products from Platform Partners into the educational process, maintaining up-to-date knowledge of their features and functionality as they relate to our products.

Content Development (currently):

• • Design, develop, and maintain e-learning courses using the Thinkific platform.
  • Ensure consistency in instructional design methodology and user experience across all L2 products.
  • Maintain all Help Scout articles.
  • Regularly update demos, onboarding and training materials to reflect product changes, partner platform changes and customer feedback.

Support Documentation Creation:

• • Develop and manage clear, concise, and functional support documentation, including demos, user guides, FAQs, and troubleshooting resources.
  • Learn and work in Help Scout to keep current all support articles in that system.

Collaboration with Cross-functional Teams:

• • Work closely with Product, Customer Support, and Sales teams to gather insights and align training content with product updates and customer needs.

Program Evaluation:

• • Monitor and assess the effectiveness of training programs using relevant metrics and feedback.
  • Implement data-driven improvements to training materials and delivery methods.

Customer Engagement:

• • Serve as the primary point of contact for customer training-related inquiries.
  • Provide guidance and support to team members and customers to maximize their use of L2 products.

Qualifications

Educational Background: 

• • Bachelor’s degree in Business, Instructional Design, Learning and Development, Communications, or a related field. Equivalent work experience will also be considered.

Experience:

• • Minimum of 5 years of experience in customer education, instructional design, or a related field in a technology/SaaS environment.
  • Proven experience in designing, developing, and managing e-learning courses, with a strong preference for experience using the Thinkific platform or similar learning management systems (LMS).
  • Demonstrated experience in creating and maintaining support documentation, such as user guides, FAQs, and troubleshooting resources. HelpScout knowledge is not required but is preferred.

Technical Skills:

• • Proficiency with e-learning development tools and platforms, particularly Thinkific.
  • Strong understanding of instructional design methodologies and best practices.
  • Familiarity with content management systems and tools for creating and organizing support documentation. HelpScout.
  • Basic knowledge of HTML, CSS, or other web technologies that may be used in e-learning content development.

Analytical Skills:

• • Ability to evaluate the effectiveness of educational/training programs using relevant metrics and data.
  • Experience using data to make informed decisions for continuous improvement in all our product informational materials and delivery methods.

Project Management:

• • Strong project management skills, with the ability to oversee multiple projects simultaneously and meet deadlines.
  • Experience with agile methodologies is a plus.Soft Skills:
    • Excellent written and verbal communication skills, with a focus on clarity, organization, and engagement.
    • Strong problem-solving abilities and attention to detail.
    • High degree of collaboration skills, with experience working closely with cross-functional teams such as Product, Customer Support, and Sales.
    • Ability to work independently and as part of a team, with a proactive approach to managing responsibilities.

Customer-Centric Mindset:

• • A deep understanding of customer needs and a commitment to providing high-quality, accessible informational, educational and support materials that enhance the customer experience.

Adaptability and Continuous Learning:

• • Willingness to stay updated with industry trends, product changes, and emerging technologies relevant to product education.
  • Ability to adapt educational/informational programs quickly in response to evolving business needs or customer feedback.

Leadership Without Direct Management:

• • Ability to lead and influence cross-functional teams and projects without direct authority, ensuring alignment and consistency across all job initiatives.

Where do you think you can make an impact? Tell us a bit about yourself and let’s see where this goes!