Key Responsibilities:
Lead the team: Manage onboarding, hiring, sprint planning, and professional growth across the customer education team
Optimize AI and data use: Utilize AI and track data and self-service metrics to guide improvements in automation and education strategy
Set the strategy: Define and align the teams OKRs, project priorities, and content roadmap with company goals
Oversee content quality: Review and approve Help Center articles, video scripts, academy videos, community posts, in-product messaging and more to ensure high clarity and tone
Manage high-impact projects: Own large-scale education initiatives from planning through execution
Drive operational excellence: Implement tools and workflows to improve the teams efficiency and output
Partner across teams: Collaborate with Product, Support, Customer Success and other teams to align content with key initiatives
3+ years of experience designing and managing customer education programs in a SaaS environment – Must
Help Centers, LMS Academies, and AI – priority
Customer communities and webinars – Advantage
Proven track record of improving self-sufficiency and reducing ticket volume through education.
Fluent English- Must
At least 1 year in a leadership role involving hiring, coaching, and performance reviews – Advantage
Hebrew speaker – Advantage
Tools:
Proficiency with help center tools (Zendesk, Intercom) – Must
Use of AI tools to improve customer education – Must
LMS Tools (i.e. Skilljar, Docebo) – Must
Looker, Monday.com, video tools (Wistia, YouTube), webinar tools (Zoom webinars), communities – Advantage
