Collective
Customer Education Manager
Collective, San Francisco, California, United States, 94199
About Collective:
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.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 learning journeys 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 maintains a unified brand voice. 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, online 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.What we want you to bring:4+ years of experience in instructional design, customer education or related roles.Familiarity with adult learning principles and best practices in instructional design.Experience managing large quantities of content with interdependencies and running content pipelines.Ability to quickly grasp complex financial concepts and make them easily understandable in text and visuals.Creative mindset with a focus on creating interactive and engaging learning experiences.Impeccable English writing skills, including correct grammar, syntax, punctuation, and spelling.Familiarity with learning management systems and online course creation tools.Bonus Points if you have:Experience with customer-facing roles and a passion for driving customer success.Experience with video production and webinar platforms.Experience working at a fast-paced, growing startup.Experience developing educational materials for SaaS or fintech products and services.Why work with us:Collective is the first online back office platform designed for Businesses-of-One.Tax is a very challenging space and you will grow fast.We were backed by top tier VCs.We promote open and transparent culture within the company.We’re fast-paced and you learn every day.What we offer in return:Compensation Range: $134,000 - $147,400 annual base salary.The salary ranges for the roles are posted for your convenience and review. Please understand that if an offer is presented, the offer compensation package will be based on the relevant position related skills a candidate demonstrates during our formal interview process.Location: San Francisco (Hybrid) or US (Remote)A diverse and collaborative team culture14 company holidays + unlimited PTO401KEmployer paid Health, Vision and Dental Insurance100% coverage for employeesPC or Mac laptop + $750 Home office stipendGenerous paid parental leaveFertility benefits, up to $8kTeam events and virtual gatherings$600 wellness bonusAt Collective, we don’t just accept differences—we celebrate them, we support them, and we thrive on them for the benefit of our employees, our customers, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. If you’re good at what you do, come as you are. The more inclusive we are, the better our work will be. Collective is proud to be an equal opportunity workplace.
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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.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 learning journeys 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 maintains a unified brand voice. 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, online 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.What we want you to bring:4+ years of experience in instructional design, customer education or related roles.Familiarity with adult learning principles and best practices in instructional design.Experience managing large quantities of content with interdependencies and running content pipelines.Ability to quickly grasp complex financial concepts and make them easily understandable in text and visuals.Creative mindset with a focus on creating interactive and engaging learning experiences.Impeccable English writing skills, including correct grammar, syntax, punctuation, and spelling.Familiarity with learning management systems and online course creation tools.Bonus Points if you have:Experience with customer-facing roles and a passion for driving customer success.Experience with video production and webinar platforms.Experience working at a fast-paced, growing startup.Experience developing educational materials for SaaS or fintech products and services.Why work with us:Collective is the first online back office platform designed for Businesses-of-One.Tax is a very challenging space and you will grow fast.We were backed by top tier VCs.We promote open and transparent culture within the company.We’re fast-paced and you learn every day.What we offer in return:Compensation Range: $134,000 - $147,400 annual base salary.The salary ranges for the roles are posted for your convenience and review. Please understand that if an offer is presented, the offer compensation package will be based on the relevant position related skills a candidate demonstrates during our formal interview process.Location: San Francisco (Hybrid) or US (Remote)A diverse and collaborative team culture14 company holidays + unlimited PTO401KEmployer paid Health, Vision and Dental Insurance100% coverage for employeesPC or Mac laptop + $750 Home office stipendGenerous paid parental leaveFertility benefits, up to $8kTeam events and virtual gatherings$600 wellness bonusAt Collective, we don’t just accept differences—we celebrate them, we support them, and we thrive on them for the benefit of our employees, our customers, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. If you’re good at what you do, come as you are. The more inclusive we are, the better our work will be. Collective is proud to be an equal opportunity workplace.
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