Customer Training Specialist

Description

• Facilitate product adoption webinars with different customer cohorts
• Work closely with Product Owners, Product Marketing, and Internal Enablement to produce guides, articles, webinars, and best-practice resources.
• Identify gaps in customer knowledge and create enablement content to address them.
• Develop and manage self-service knowledge bases for UK customers, working closely with Verifications, Marketing, Product, CX, and CS teams to support both Buyers and Suppliers.
• Partner with UX and Customer Experience teams to optimise in-app journeys for onboarding and adoption.
• Audit existing training materials and convert them into knowledge base articles for all audiences.
• Support new product and feature launches, updating historical knowledge and creating instructional content.
• Deliver 1:many training sessions with large volumes of customers
• Collaborate with Customer Support, Verifications, Customer Success, and Buyer Success teams to validate content accuracy.
• Ensure knowledge base content is easily accessible within the platform (e.g., Intercom etc.) and kept accurate and up to date.
• Gather customer feedback and analyse product usage data to inform content improvements.

Requirements

• Familiarity with AI-assisted enablement tools.
• Exceptional writing and editing ability (without full reliance on AI).
• Confidence in delivering recorded training with clear diction.
• Quick learner, adaptable to new technologies and processes.
• Proven ability to create learning materials; writing, editing, and localising.
• Experience in Instructional Design, Learning Development, or Enablement Content Creation (B2B SaaS preferred).
• Excellent organisational and project management skills to handle multiple priorities.
• Ability to simplify complex technical concepts into clear, engaging content.
• Ability to identify gaps and propose solutions proactively.
• Understanding of adult learning principles, microlearning, and blended learning strategies.
• Customer-facing experience with strong relationship-building skills.
• Strong attention to detail and ability to iterate based on feedback.
• Strong prioritisation skills in a fast-paced environment.
• Proficiency with LMS platforms and authoring tools

Benefits

• Holiday purchase Scheme up to 5 days
• Specsavers eye care voucher
• Team and company offsite events
• Free Tea, Coffee and fruit every week – Basingstoke office
• Wellness fund or *Private Medical Insurance (dependent upon role)
• Life Assurance x 3
• Ongoing continual professional development (CPD)
• 25 days holiday plus 8 Bank Holidays
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme

Training + Development

Interview process

Visa Sponsorship

Security clearance