Your Role as a Customer Education & Onboarding Specialist:
As a Customer Education & Onboarding Specialist, you'll create engaging educational experiences that help customers quickly realize value from our products. You'll develop high-quality training content across multiple formats—including videos, webinars, knowledge base articles, and customer communications—to improve product adoption, reduce support needs, and deliver an exceptional onboarding experience throughout the customer lifecycle.
A Day in the Life of a Customer Education & Onboarding Specialist:
- Design, develop, and maintain customer onboarding and training materials across multiple products.
- Produce engaging tutorial videos, product demonstrations, and on-demand learning content.
- Plan, host, and record customer training webinars for various customer personas and lifecycle stages.
- Create and maintain knowledge base articles, FAQs, and self-service documentation that is accurate, searchable, and easy to understand.
- Develop customer-facing email campaigns supporting onboarding, feature releases, and product education.
- Collaborate with Product, Customer Success, Support, Marketing, and Product Management teams to ensure training content reflects current product capabilities and customer needs.
- Maintain an editorial calendar to prioritize and refresh educational content as products evolve.
- Design customer-facing presentation materials and supporting collateral training sessions, executive briefings, and customer meetings.
- Continuously improve training content based on customer feedback, support trends, and product updates.
- Ensure all learning materials maintain a consistent voice, style, and brand standards.
What You'll Need
Education
- Bachelor’s degree in Communications, Marketing, Education, Instructional Design, Journalism, or a related field, or equivalent professional experience.
Minimum Experience
- 3–5 years creating customer education, onboarding, training, instructional, or enablement content.
- Experience producing educational video content and facilitating virtual training sessions or webinars.
- Experience writing customer-facing documentation, knowledge base content, or user guides.
Specific Licenses, Technical, or Functional Skills
- Exceptional written and verbal communication skills.
- Strong storytelling and instructional design abilities.
- Experience with video recording and editing software.
- Familiarity with webinar platforms and virtual training delivery.
- Experience managing knowledge base platforms or content management systems.
- Ability to translate complex technical concepts into clear, engaging customer education.
- Excellent project management, organization, and time management skills.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Strong collaboration skills with cross-functional teams.
Travel Requirements
- Minimal travel required (up to 10%), primarily for customer events, onsite training sessions, or team meetings.
Nice to Have
- Experience analyzing customer engagement, content performance, or learning effectiveness metrics.
- Familiarity with customer success, product analytics, or digital adoption platforms such as Pendo, Gainsight, or similar tools.
- Experience using customer feedback and usage insights to prioritize and improve educational content.
- Graphic design, motion graphics, or advanced video production experience.
- Experience supporting SaaS or B2B software products.
- Knowledge of instructional design methodologies or adult learning principles.
- Knowledge of our core industries Trucking, Transportation, Manufacturing, Construction, or Insurance.
Equal Employment Opportunity
Fusable is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
Disclaimer:
Fusable is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.
If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.
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