Collective is on a mission to redefine the way businesses-of-one work. Collective’s technology and team of trusted advisors enables our members to achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get.
Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, Techcrunch and more. We’re backed by General Catalyst, Sound Ventures (Ashton Kutcher and Guy Oseary), QED Investors, Google’s Gradient Ventures, Expa and prominent investors who have financed and built iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, Lyft, and more.
About the Role:
The Customer Education Manager is responsible for driving customer success by creating engaging and informative educational content that helps our customers maximize the value of our product. This role will collaborate closely with Member Services and Product teams to develop self-service help pathways, reduce inbound support requests, and increase overall member satisfaction and success.
⚒️Responsibilities:
Customer education strategy: Identify customer learning needs and knowledge gaps through research and feedback. Lead the development and delivery of a comprehensive education strategy, creating self-service knowledge pathways that guide customers through our product and service. Help Center: Own Help Center strategy, content writing and management. Ensure Help Center is intuitive, searchable, easy to understand, and deflects support ticket requests. Collaborate with internal teams to create tools that enable them to share resources with customers. In-product support: Design in-product education strategies that guide users with contextual assistance during their journey. Develop interactive tooltips, guides, and walkthroughs that proactively address potential pain points and help users navigate complex financial concepts. Content creation: Write effective and engaging educational content across customer touchpoints, (in-product, email, Help Center, and community platform). Lead the creation of learning materials, such as customer webinars, videos, online courses, resource guides, and visual aids. Compliance and quality assurance: Work with subject matter experts to gather information and ensure accurate and compliant representation of core concepts. Implement quality assurance processes to review and continuously enhance existing content, ensuring accuracy, relevance, and effectiveness. Measurement and analysis: Monitor and measure the effectiveness of the customer education program. Use data-driven insights to optimize content strategies and improve learning outcomes.