Job Title Customer Service
Category Customer Service Representatives
Salary 104,000,110,000 USD
We’re looking for people who can help us build something great for our customers—from content writers, designers to developers. So if you’re the kind of person who really cares about making something meaningful, then keep reading. Our Values Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better. What you will be doing: As the Manager, Customer Education your main goal is to lead and grow Later’s Product Education strategy and team to drive stronger customer activation, engagement, and retention. You’ll work within the Customer Success team and collaborate with the Product, Marketing, and Growth teams to develop world-class education experiences through Later’s online courses, product training videos, and education certifications. Later has been growing rapidly and in an effort to optimize retention we need someone who can scale our Education programming to help our users implement the best visual marketing strategies to achieve the goals of their businesses. Education is a big focus for us in 2021 and you will play a key role in helping our customers get long term value from Later.
Develop and implement an Education strategy for all Later users including creating product and marketing strategy related certifications Oversee the content strategy for Later’s multi-channel Education efforts aligned with Product, Customer Success, and Marketing goals Develop curriculum alongside a team of Technical Writers and Education Specialists Lead the hiring and training of Education Specialists and Technical Writers Oversee the delivery strategy of Education content internally within the Later product, and externally on Later’s web and online presence Lead the implementation of a Learning Management System (LMS) Use Later’s data management and visualization systems to make informed decisions regarding content creation and delivery Manage relationships within internal teams and external stakeholders such as freelancers and consultants 4+ years creating training materials, and implementing and growing an education strategy to a variety of end users (bonus for experience with SaaS product education) 2+ years leading and managing a team You have in-depth experience with creating and overseeing content with Instructional Design best practices You have worked with data management systems in the past such as Amplitude, Mixpanel or equivalent, and you are comfortable with using analytics to inform decisions Experience with LMS tools such as Thinkific, Skilljar, Teachable (or equivalent) You can effectively collaborate with stakeholders across a variety of other teams Experience with growing a team or building a new team from the ground up Experience with Intercom, Mailchimp, Zendesk, and other customer communication or email tools Experience with data visualization tools such as Amplitude, Mixpanel, or equivalent $104,000 - $110,000 Perks: A generous Education & Conference BudgetHealth Savings PlanFlexible Hours & Work ScheduleTechnology BonusAnnual Company Retreat Vacation & Sick DaysBright, spacious, and modern office, 5 rooftop patios with amazing city views Working Locations: People & Places (HR), Product, and Development roles are based out of our Vancouver headquarters. If you are not located in Vancouver, but interested in relocating for the role let us know! Whereas, roles on our Marketing and Customer Experience teams are open to remote candidates based out of Toronto and London, UK, in addition to working out of our Vancouver headquarters. Note about applying:This is the best place to submit your application for it to be reviewed by our team. Later does not work with recruitment agencies to fill open positions. We will not be accepting requests to work with agencies.
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