Knowledge and Training Specialist

About the role

We are looking for an experienced Knowledge and Training Specialist with a background in Customer Success Management to join our Customer Care team. In this role, you will lead onboarding and continuous training for Customer Success Managers and Customer Care agents while developing scalable knowledge solutions.

Key responsibilities

• Design and lead comprehensive onboarding and ongoing development programs for Customer Care.
• Collaborate with various stakeholders as part of product enablement.
• Develop, maintain, and optimise training materials, knowledge‑base articles and best‑practice guides in English.
• Verify the accuracy of knowledge content through data analysis, research and testing.
• Manage and enhance learning journeys within the LMS system.
• Monitor training effectiveness and provide recommendations based on performance data and feedback.
• Stay up to date on customer‑care methodologies, industry trends and emerging best practices.

Required profile

• 2+ years of experience in Customer Success Management at a large‑scale company.
• 2+ years of experience designing and delivering effective training programs.
• Exceptional communication, presentation and interpersonal skills.
• Professional‑level English proficiency, both written and verbal.
• Experience creating and managing knowledge‑base articles and training documentation.
• Strong research, analytical and instructional‑design abilities.
• Proactive, self‑driven mindset with strong organisational skills and attention to detail.
• “Can‑Do” attitude capable of managing multiple projects and adapting to changing priorities.

Required skills

• Learning Management System (LMS) platforms
• E‑learning authoring tools
• Knowledge‑sharing platforms
• AI‑assisted content creation tools
• Customer Relationship Management (CRM) platforms