Envoy builds workspace management technology that makes it simple to run secure, compliant, and connected workplaces across every location. Over 16,000 workplaces and properties around the world rely on Envoy to create great experiences for employees and visitors while meeting safety, security, and compliance needs at scale. From corporate headquarters and labs to manufacturing sites, Envoy powers the places where people work best together.

Learn more at envoy.com

About the Role

The qualified candidate is a content enthusiast ready to unpack the most complex products and features and build out dynamic assets tailored to a variety of audiences and channels (e.g., written, video, and more). The ideal candidate will be able to construct a content strategy from the ground up, with familiarity in tying content & data to track and measure the efficacy of all assets. Experience in customer, partner, and/or employee education is key.

This role is perfect for someone passionate about technical writing, customer/partner enablement, and teammate enablement; learning and development is also a plus! The ideal teammate must be comfortable working in a fast-paced and technical environment, be able to produce content across all channels (e.g., written, video, and more), and be a strong cross-functional influencer.

This is an onsite position that requires four days a week (Monday-Thursday) in our Austin, Texas office. 

You will

• Oversee and manage the production of all content and training material spanning the Customer Experience team; this includes the Envoy Learning Academy, Help Center, YouTube, training decks, and other materials to improve the customer experience & drive adoption of Envoy products and services.
• Partner with the Head of CS to track performance metrics for all content and training materials to ensure we are constantly improving; measure the efficacy of our content & drive contact rate reduction, time-to-first-value and other KPIs through continuous improvements.
• Procure & re-launch the Envoy Academy system; partner with Revenue Enablement and Channel/Partnerships to strategize the extension of Academy resources to employees and partners, respectively.
• Produce interactive and self-paced e-learnings as well as relevant assessments and knowledge checks to ensure engagement & retention.
• Ensure that all training and customer enablement content is kept up-to-date by publishing new versions or retiring outdated content as needed.
• Build strong relationships with Customer Success Managers, Marketing, Product, and Engineering to cultivate a deep understanding of our products/features as well as customer personas.
• Ensure high attention to detail and uphold a standard of excellence for all content created, including grammar, formatting, voice, tone, and visuals.
• Collaborate with Support/Solutions to develop a deep understanding of our products and ensure internal product training materials are kept up-to-date; create role-based training modules for all audiences.

You have

• 5+ years of work experience in a customer support and/or customer success org in a content-based function (creating, copywriting, editing, facilitation, or similar), ideally working for a SaaS startup; instructional design experience preferred.
• Experience in selecting & launching an external LMS system for end users.
• Experience with customer support help centers, brand & design, community management, etc.
• A love of numbers – passion for not only launching new customer assets but also enthusiasm for tracking and iterating on their efficacy.
• Methodical, highly organized, and detail-oriented, working with a high level of accuracy.
• Excellent problem-solving abilities — a curious nature and a genuine interest in learning new technology and documenting best practices for adoption, troubleshooting, etc in a fast-paced startup.
• Excellent communication and writing skills with the ability to explain complex topics in easy-to-understand and concise language.
• Strong grasp of English grammar that’s balanced by an even greater grasp of how people digest information.
• Proficient in Google Suite, e-learning technologies, learning management system(s), and customer relationship management systems (e.g. Intercom).
• Excellent project management skills with the ability to plan, manage, and deliver projects in accordance with set deadlines.
• Graphic or visual design experience.
• Bachelor’s degree strongly preferred.

You’ll get

• A high degree of trust in your ideas and execution.
• An opportunity to partner and collaborate with other talented people.
• An inclusive community where you feel welcomed and cared for as a person.
• The ability to make an immediate impact in helping customers create a great workplace experience.
• Support for your personal and professional growth.

Bonus Points

• Advanced knowledge of Instructional Design best practices and techniques.
• Knowledge and experience in setting up and troubleshooting equipment like printers, network connectivity, and iPads.
• You understand how the internet works (i.e., DNS, HTTP, TLS, Certificates, etc.).

If you have any questions related to compensation, please contact Recruiting after you apply.

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By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.