Customer Education Content Specialist

What You’ll Do Highlights of the role include:
Content Creation & Knowledge Management Develop clear, accurate, and user‑friendly knowledge base articles that help customers solve problems independently.
Continuously audit and improve existing knowledge base content for accuracy, completeness, and usability.
Translate complex product functionality into simple, actionable guidance tailored to healthcare users.
Partner with Product and Support teams to identify content gaps and prioritize new content creation.

Video Production & Learning Experiences Create high‑quality educational videos, including product walkthroughs, tutorials, and feature highlights.
Own the end‑to‑end video production process—from scripting and storyboarding to recording and editing.
Design engaging learning experiences that combine visuals, narration, and storytelling to drive comprehension.
Ensure content is accessible, engaging, and aligned with brand standards.

Act as a translator between product complexity and user understanding Use storytelling techniques to make educational content engaging, memorable, and impactful.
Design content that reflects real‑world workflows in healthcare environments.
Advocate for the voice of the customer in how education is designed and delivered.

Operational Excellence & Continuous Improvement Track content performance and engagement metrics (views, completion rates, deflection, adoption impact).
Continuously iterate on content based on customer feedback, support trends, and product changes.
Establish and maintain standards for content quality, consistency, and tone.

How Success Is Measured Improved customer self‑service and reduced support ticket volume.
Increased product adoption and faster time‑to‑proficiency for customers.
High engagement and satisfaction with educational content (articles and videos).
Scalable, well‑organized knowledge base and video library.
Recognition as a trusted partner across Product, Support, and Customer Success teams.
What You Bring Strong experience in healthcare environments (clinical workflows, EHRs, or healthcare SaaS preferred).
Background in education, instructional design, or training.
Proven experience creating knowledge base content and educational materials.
Hands‑on experience with video creation tools (recording, editing, screen capture, scripting).
Exceptional written and verbal communication skills.
Strong storytelling ability with a focus on clarity and engagement.
Ability to simplify complex concepts into easy‑to‑understand content.
Experience working cross‑functionally with Product, Support, or Customer Success teams.
Detail‑oriented with a passion for accuracy, usability, and continuous improvement.
Benefits & Compensation For this position, we reasonably expect to pay a base pay between $65,000 – $80,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

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