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As a member of the Customer Education team you'll be working closely with the team lead and founders to help educate prospective and current customers about how to use HelpDocs.
About the role
We're not expecting you to be amazing at everything here, but this is a general rundown of the day-to-day for the Customer Ed team.
Help current customers make the most of their HelpDocs subscriptions
- Respond to customer chat and email queries
- Write support documentation for common queries
- Make prerecorded videos to explain more complex product features
- Run live Sessions and Workshops to help customers one-on-one and at scale
Help prospective users make the right decision about if HelpDocs is right for them
- Respond to chat and email pre-sales questions
- Identify where the product is a good fit for the prospect
- Know the competitive landscape so you can refer prospects to one of our competitors if they're a better fit
Find and provide genuine value to potential future users
- Write blog posts (generally personal stories) that tangentially relate to support, happiness or remote work
- Talk to existing customers about their work and write up Customer Stories
- Help produce ebooks, worksheets, and other long-form content
It's important to note that this isn't a traditional support, marketing, or sales role. It's a role specifically focused on educating our customers so they can make the most of their existing (or future) subscriptions.
- You're fluent (like a native) in English. Bonus points if you speak a second language. Extra bonus points if that's French, German, Spanish, Dutch or Chinese.
- You have excellent written communication skills
- You're compassionate, and understand that all our users are amazing, even if they currently think you're an asshole
- You're not afraid of getting your hands dirty in different areas of the business
- You thrive on feedback, positive and negative, and are constantly working to be the best you can be
- You're happiest (and preferably have experience in) working remotely. Bonus points if you love to travel.
- You have right to work in the UK (if you want to be officially employed) or you live literally anywhere else and are happy taking care of your own taxes (you'll be retained as a full-time consultant)
- You have a personality and you're not afraid to show it. 🦄✨
- You have a passion for helping customers, and are driven to help them succeed.
- You'll be working a lot with our current Customer Education Lead and the founders (we're pretty awesome, so that's a perk 😇).
- We're bootstrapped, profitable and remote. You'll get to learn how all that works.
- Transparent internal metrics and goals. We'll share (nearly) everything with you from day 1.
- The whole team is friendly, approachable, and inclusive to all.
- 1-2 team retreats a year. We're currently planning our fourth team retreat for January 2020. We've had retreats in Madrid, Panama and Bangkok so far.
- We'll provide whatever software & equipment you need to do your job successfully
- Flexible vacation policy. Technically we offer 28 days to all employees, but we're not counting. If you need time, take it. Then come back and do great work. 💪
If you're amazing at the role, there's room to grow in your existing role, in Customer Education in general, or move to another role entirely. We're pretty flexible.
We're looking for someone to start as soon as possible. If you're a good fit we'll get back to you within a few weeks to schedule a chat on Slack (or team chat software).
Elastic is a search company with a simple goal: to solve the world's data problems with products that delight and inspire. As the creators of the Elastic Stack, we help thousands of organizations including Cisco, eBay, Goldman Sachs, Microsoft, The Mayo Clinic, NASA, The New York Times, Wikipedia, Verizon, and many more use Elastic to power mission-critical systems. From stock quotes to Twitter streams, Apache logs to WordPress blogs, our products are extending what's possible with data, delivering on the promise that good things come from connecting the dots. We have a distributed team of Elasticians across 30+ countries (and counting), and our diverse open source community spans over 100 countries. Learn more at elastic.co
We are seeking talented, technically savvy writers who can help our users understand how to implement and deploy search-centric solutions. As a writer at Elastic, you could contribute to:
Elasticsearch - Put your knowledge of distributed systems, REST APIs, and application development to work writing about the search and analytics engine and language clients that lie at the heart of the Elastic Stack.
Elastic Stack Features - Help users learn how to automatically detect data anomalies, discover connections in their data, and secure, manage, and monitor their Elastic Stack deployments.
Elastic Cloud and Elastic Cloud Enterprise - Build welcoming content that makes it easy for customers to use our hosted services and solutions or orchestrate their own multi-cluster deployments.
Observability - Create reference and UX documentation for a suite of observability products that help users gain insight into the health of their infrastructure.
Code Search - Help developers see insights beyond the objects, functions, variables, and constants that make up their codebase.
Members of our doc guild are embedded with their engineering teams and help shape the evolution of our products and services. We care deeply about giving you ownership of what you’re working on. We believe Elastic achieves greatness when you are free to pursue your ideas and are surrounded and challenged by your peers. You are empowered to comment on anything, regardless of your role.
Does this sound like your kind of gig? Check out our docs, install and tinker with the products that interest you, and think about where you might fit in. Then, show us your writing chops. Tell us why you're interested and what you can bring to the role. Upload relevant writing samples, or provide links to your portfolio, GitHub contributions, or other publicly-available content with your application.
Writers at Elastic:
Work side-by-side with Elastic engineers, product marketing, support, and your fellow writers to document new features, improve our existing content, and help users succeed with the entire stack.
Follow Elastic's git-based software development process. Being comfortable using git and GitHub is essential.
Review and edit documentation changes contributed by other Elasticians and our open source communities.
Collaborate with other content creators at Elastic from Marketing, Support, Education, and beyond to help tell a consistent Elastic story.
We want to hear from you if you have:
A willingness to wear a variety of hats, a desire to learn new things, and the drive to figure things out.
2+ years in a content development role that included writing for developers or those responsible for deploying and managing complex systems. You have written a significant amount of relevant content. Some of our open opportunities involve working more autonomously and require more experience.
Experience writing customer-facing software documentation. You understand the craft of technical writing and how it differs from other types of writing.
Authored content in a lightweight mark-up language such as Markdown, Asciidoc, or Wikitext.
You should also be:
Familiar with modern web development and technologies used to build applications.
Comfortable reading code in one or more languages.
Happy working from the command line and able to write basic scripts and examples.
Collage.com’s mission is to make custom products easy for everyone, by creating fantastic software and providing excellent customer service. Collage.com is a 100% employee-owned, profitable, bootstrapped company with about 50 employees that has rapidly grown from $4 to $38 million in annual revenue since 2013. We sell an expanding variety of photo and home products, including photo blankets, photo books, canvases, pillows, and more. Collage.com has appeared more than a dozen times on ABC’s “Good Morning America” and three times on “The View.” We’ve also appeared multiple times on the “TODAY Show,” along with mentions in BuzzFeed, Mashable, AARP: The Magazine, the Associated Press, and more. We are seeking ambitious, nice individuals to join us in our quest to bring great custom products to the world. Learn more about working at Collage.com.
We’re 100% remote
Collage.com is a 100% remote company, with employees working together in states across the country. Last year, our remote work culture was profiled in a case study by the Harvard Business School (we are the first all-remote company they profiled). The entire company meets together in person twice a year (all expenses paid) to get to know each other and work on strategy. Learn more in an op-ed our co-founder Kevin Borders wrote for MLive.com.
We are seeking a senior data scientist to lead us in making optimal, data-driven decisions throughout the company. You will work collaboratively with internal stakeholders to communicate findings, answer business questions, improve existing processes and innovate new solutions. You will bring a rigorous approach to validating assumptions, generating hypotheses, and the design, analysis, and iteration of experiments. Your will focus on driving and optimizing marketing strategies, but will also be flexible enough to support analytics needs across other areas in the company including product, e-commerce, and customer service as needed. The ideal candidate will be highly self-motivated and inquisitive, with strong analytical skills, extreme attention to detail and a passion for using data to drive business growth.
Partner with marketing team to design and analyze experiments to optimize pricing, up-sells, ad copy, etc.
Apply segmentation and modeling methodology to improve marketing campaigns, email lists, and provide insight into our user base.
Collaborate on user experience funnel and attribution modeling to identify how users interact with our site through different marketing channels and improve retention and conversion.
Design, develop, and maintain robust and scalable solutions, reports, dashboards, etc. that will support our internal stakeholders’ ongoing and ad-hoc needs.
Work with internal stakeholders in various areas to correctly frame and answer high-level, open-ended business questions.
Verify and validate the accuracy of data, documentation, processes, and conclusions.
BA/BS, MA/MS and/or PhD in a relevant quantitative field or equivalent experience
8+ years relevant experience is preferred but we are open-minded and are more interested in the quality of experience than the years of experience
Strong statistical knowledge and understanding of A/B test design and analysis
Experience with causal inference methods and/or machine learning preferred
Experience retrieving data from SQL databases (we use MySQL and Redshift), and manipulating and analyzing data using complex SQL queries or computing languages such as R or Python
Advanced spreadsheet skills for manipulating, analyzing, and presenting data (eg. nested formulas and functions, pivot tables, formatting, parsing, etc.)
Experience with Google Analytics and digital advertising tracking, measurement, and metrics
Superb written and verbal communication skills
Excellent ability to visualize data and communicate conclusions to stakeholders of all levels
Benefits and Perks
Collage.com pays 100% of the premium for full health, vision and dental insurance coverage for you and your family in a high-quality Blue Cross Blue Shield PPO plan.
Flexible day-to-day schedule and generous vacation policy: work hard and take vacation when you need it.
We’ll pay for any computer and home office equipment (within reason) that will help you work.
We offer all full-time employees a Vanguard 401(k) retirement plan, with Collage.com matching employee contributions.
Home Internet reimbursement.
Paid travel to conferences and meetings.
$3,000 / year in free Collage.com products, and employee discount for friends and family.
You’ve already earned your stripes as a Learning Designer in the digital learning world and are ready to leverage your extensive experience to consult with clients at a more senior level. You relish the opportunity to identify and clarify their requirements, and love nothing more than shaping engaging, creative solutions. You embody what collaboration stands for, and work alongside other creatives to ensure that our digital experiences wholly engage learners. You have a natural flare for inspiring confidence and an ability to deliver on your ideas, which in turn encourages our clients to work with us again and again. You are generous with your knowledge and time and really enjoy seeing others grow from your guidance, coaching and mentoring along the way.
At Sponge, we’re not shy about our aspiration to be the most creative digital learning partner out there. We are incredibly ambitious for our clients, we care about their learners and we pride ourselves on finding smart ways to make innovative work that exceeds their expectations. If you are seeking a role where you can bring your refined talents and next level creativity to make a real difference for clients and colleagues, then we would love to hear from you.
We're looking for people who can:
Lead on our seriously creative Learning Design vision and approach for complex projects
Investigate and implement ever new ways of driving learning impact
Take ownership of the quality of the Learning Design for the duration of the project
Critically analyse a situation and suggest appropriate paths to resolution
Roll up their sleeves to work collaboratively with the whole team
Be decisive yet collaborative in driving change
Support the development of others through knowledge sharing, coaching and mentoring
Desired skills and attributes:
Extensive digital learning design experience
Experience and confidence working with large-scale global brands
Strong commercial ability and awareness
Ability to think creatively and communicate ideas in an inspiring way
Curious, interested and digitally versatile
Brave, comfortable with ambiguity and open to driving change
Confident and trusted client-facing partner
Organised, delivering consistently and collaboratively under pressure
In return you will join a forward-thinking company focused on success and growth. We’re a talented, committed team with a big challenge, a determined attitude and a supportive environment. You’ll not only receive great benefits and a competitive salary, you’ll be part of a company that’s seriously creative, and really going places.
If you’ve read this far then please keep going… apply today for an exciting, rewarding career at Sponge.
The Technical Project Manager/Online Campaigner is a technical generalist with strong project management, product development, UI/UX expertise and campaigning skills. Duties include supporting weekly online campaigns, training of campaigners in use of our online platform, monitoring email deliverability, technical documentation, tracking and managing small software development projects, and carrying out smaller discrete tech projects such as building web pages or leading the creation of innovative new product.
Specific responsibilities include:
Suggest creative and efficient technological solutions for specific campaigning needs
Facilitate communications among non-technical staff, developers, DBAs, system administrators and management to execute those tech solutions
Carry out support processes, e.g. help desk, software testing, data reporting
Research new technologies and recommend how/if to integrate with Avaaz technology platform
Participate in day-to-day tech work related to Avaaz campaigning, including web design, email deliverability, testing, analytics, optimization, quality assurance testing, training, and support
Participate in the core Avaaz campaigning workflow -- suggesting, writing and building email alerts and action pages.
Design and implement delightfully usable products and improve existing products.
Train and mentor other staff in UI Design best practices and principles
Strong communicator in English
Competency in modern HTML, CSS, and JS best practices and familiarity with one or more common frameworks like jQuery and Bootstrap
Intermediate or better web client-side debugging skills
Strong, demonstrable mobile and desktop expertise in UI Design, including interface design and layout, visual design, and interaction design.
Detail-oriented without paralyzing perfectionism
Project and product management experience
Communication skills with both technical and non-technical colleagues; natural teacher
Strong culture match for Avaaz and affinity for globalist online grassroots campaigning
Ability to read and write SQL queries of moderate complexity
Experience integrating 3rd party services using APIs
Passion for troubleshooting and diagnosing tough technical issues
This position is based in or around the EU timezones. Avaaz is a virtual organization, with most of our work done over email and Skype. Our staff are based in cities all over the world and meet at team retreats twice per year. Avaaz covers office costs, either to establish a home office or to rent one, and we support staff to house themselves in large partner organizations of Avaaz when preferred.
Compensation and Benefits
Salary varies with experience, but is highly competitive with leading nongovernmental organisations. Benefits also range with location, but include 5 weeks paid vacation per year.
At Redox, we are building the ubiquitous platform for healthcare data exchange, used by today’s most innovative healthcare technology vendors and the nation’s leading healthcare organizations. Our purpose is to reduce the friction of technology adoption in healthcare.
The Knowledge Manager will recognize what Redoxers know, don’t know and need to know. They will ensure information is organized, housed and delivered systematically to the appropriate people. As a cultural champion, the Knowledge Manager will work closely with cross-functional teams, developing an expertise in current and future state processes and the information needs of each team. Utilizing their previous experience in a scaling organization, this person will establish, guide and lead Redox's Knowledge Management program.
Develop and own the Redox Knowledge Management strategy and program.
Implement the action plan, incorporating and managing: agreed benchmarks/ standards, capture of explicit and tacit knowledge and information, skills and knowledge transfer and measures and controls.
Continually assess the sustainability of and review and modify the knowledge management process and framework.
Own, implement, and support a Knowledge Management technology stack.
Formulate ways to communicate and approaches knowledge transfer. Drive engagement and adoption of Knowledge Management throughout the organization, coordinating and partnering with the knowledge champions within each team.
Perform exercises and simulations to educate the company and drive engagement/adoption of knowledge management.
Evaluate and prioritize organizational knowledge requirements, gaps, and risks based on evidence. Identify main priorities.
Develop, track, and report on key metrics related to Knowledge Management to measure impact and adoption.
Lead the organization towards a shared mindset and understanding of knowledge management.
Owned or developed a successful knowledge management program at scale.
Experience in a cross functional, high growth environment.
Worked with the latest Knowledge Management cloud software.
Proven experience with business process improvement and content management initiatives.
Ability to stimulate change in the organization.
Experience supporting a large team of individuals of all levels of responsibility and with varying skills.
Ability to identify and respond to changing priorities over time.
Critical and analytical thinking abilities with great attention to detail.
Excellent communication and interpersonal skills with the initiative and confidence to back their own judgment.
Problem solving skills and solution implementation.
Researching skills competence with ability to identify best practice approach.
Ability to lead teams, create presentations and facilitate brainstorming sessions and workshops.
Qualified in Information and Knowledge Management, preferably with a certification and a thorough understanding of the KCS methodology.
Previous experience in managing complex projects, preferably using Lean or Agile PM approaches.
Guide, coach and motivate the team with the goal of increasing productivity
Passionate about Scrum, Kanban, Lean Thinking, Lean Startup, eXtreme Programming, SAFe, LeSS, etc.
Organize and lead Scrum ceremonies
Communicated with main stakeholders
Oversee and manage scope, timeline, quality, goals and deliverables that support business goals
Monitor schedule and cost performance
Identify key KPIs
Prepare and present reports on the progress and success
1-2 years of experience as a Scrum Master or similar role
Bachelor degree in Computer Science, Information Technology or related field
1-2 years of experience playing the ScrumMaster role for a software development team
Certified ScrumMaster (CSM), Certified Scrum Professional (CSP) or Certified Product Owner (CSPO)
1-2 years of experience with agile practices, patterns and techniques
1-2 years of experience in Agile techniques such as User Stories, ATDD, TDD, BDD, Continuous Integration, Continuous Ting skills
Good time-management skills
Great interpersonal and communication skills
Testing, Pairing, Automated Testing, Agile Games etc.
A sense of ownership and pride in your performance and its impact on the company’s success
Critical thinker and problem-solver
Work with multicultural team.
100% remote work.
Working on very interesting projects for e.g. blockchain etc.
Opportunity to grow as a SCRUM MASTER.
Tropical destination Hacker House- every 6-8 months. It is an opportunity to meet the team work together and have fun!