Experienced Customer Experience Knowledge Management Specialist – Empowering Users with Simple yet Powerful Tools

At arenaflex, we're on a mission to empower people with simple yet powerful tools that improve their lives. As a Customer Experience Knowledge Management Specialist, you'll play a vital role in fostering a memorable and educational customer experience by leveraging different types of media to deliver a message. If you're a creative individual who thrives on educating customers with different forms of media, including live during calls, and has a passion for creating engaging product demos, walkthroughs, and other video content, we'd love to hear from you.

About arenaflex

arenaflex is a multidisciplinary, fully-remote team that's passionate about creating products that improve people's lives. We thrive on innovating new solutions to old productivity challenges and seek to rethink how productivity tools are made. Our mission is to empower people with simple yet powerful tools that make a dent in the universe. We're a team that's driven by our four core values: Ambition, Mastery, Independence, and Communication.

Our Core Values

At arenaflex, we believe that our core values are the foundation of our success. They are few, but they are mighty, and we build them into nearly every single thing we do.

• Ambition: You aspire to put a dent in the universe. You set high standards for yourself and those around you. You solve issues that have a high impact on our customers and our company.
• Mastery: You care deeply about the quality of your work. You're continuously learning and pushing yourself to the limits of your ability. As a champion of your craft, you are also a champion of your well-being – you work intensely, then disconnect completely.
• Independence: Others can trust that you'll deliver on time. You keep your word and trust your teammates to do the same. You are proactive, take ownership, and remain accountable with little or no direction.
• Communication: Your communication is clear, concise, and engaging. You keep others in the loop and never go radio silent. You speak respectfully and foster warm relationships through your interactions. You're culturally and socially aware and can appropriately navigate social situations.

Your Role

As a Knowledge Management Specialist, you'll be responsible for creating user-centered resources that build trust and encourage product adoption. You'll collaborate with your team members and partner up with product, engineering, design, and marketing teams to ensure a great end-to-end user experience for individuals and teams. Together with the wider Customer Experience team, you'll evolve the self-serve and educational experience for our customers.

Key Responsibilities

* Help customers troubleshoot their issues and get a pulse of the challenges they're facing

• Create user-centered resources that build trust and encourage product adoption
• Publish videos to showcase how to get the most out of features and how to set up workflows
• Identify patterns in support tickets to proactively address common questions
• Collaborate with Doisters across the company to identify documentation needs
• Leverage AI tools strategically to streamline and enhance content creation
• Review and improve existing documentation based on user and internal feedback
• Ensure consistency across all help materials in tone, style, and formatting
• Support new feature rollouts with timely and comprehensive documentation

About You

To excel in this role, you're someone who:

• Has 4+ years of experience in technical writing, product-related content creation, or similar role in SaaS Tech with a focus on educating customers with different forms of media, including live during calls
• Has 2+ years of experience in technical customer service for a product-led SaaS product
• Has strong on-camera presentation skills with experience creating engaging product demos, walkthroughs, and other video content
• Has extensive experience and knowledge mastering a product and loves knowing all its ins-and-outs
• Is unafraid to experiment with new types of media to enhance the user experience
• Gets energized by talking with customers and better understand their challenges
• Communicates clearly no matter your audience (internal or external)
• Continuously refines your craft, embraces new challenges, and raises the bar for customer experience
• Brings confidence, pragmatism, and positivity to your work

Our Process

Our hiring process is designed to be transparent and efficient. Here's what you can expect: 1. Submit your complete application: This includes a resume (or manually entered experience) and thoughtful responses to all the application questions. No cover letter needed! 2. Application screening: We read every application to understand your motivation, skills, and experience. Once your application has been reviewed, you'll receive a response regarding the status of your application. 3. Salary transparency & Value-alignment interview with shortlisted candidates: We'll calculate and share the salary range for your location, and you can then schedule a call with Omar Samuels (Customer Experience Engineer). 4. Role-alignment interview: With Rikke Lohse (Customer Experience Specialist). 5. Paid Test Project: This will be your opportunity to showcase your role-specific skills. 6. Culture-contribution interview: With Evert Velthuizen (Head of Customer Experience & Sales). 7. Offer: To the successful hire.

Our Perks and Benefits

We're committed to providing the freedom and support you need to grow personally and professionally. Here's what that looks like:

• The basics:

+ We work remotely and mostly async from anywhere. If you see a specific location being advertised, feel free to apply any way, this is usually due to restrictions on a few job boards. + Design your own schedule. Work during the time of day that's best for you. Doisters are encouraged to work 8-hour days and no more than 40 hours/week. + Competitive pay. Our formula-based salaries are calculated based on industry-benchmarked skills and geographical location – no stressful negotiation required.

• Expand your professional skills:

+ Continue your education. You'll have a recurring budget to spend on attending conferences, taking courses, and purchasing books. + Collaborate in person at retreats. Our team- and company-wide retreats are unforgettable. The connections that we make in person inspire us throughout the year.

• Craft your ideal work environment:

+ Cozy up at a coworking space. Find a coworking space that's right for you and Doist will provide a monthly stipend towards this cost. + Subscribe to apps and services. You'll have a monthly budget to spend on services that help you do your job: home internet, work apps, music subscription, etc. + Purchase the hardware you need. Every Doister has access to a recurring budget to spend on work-related equipment.

• Focus on your well-being:

+ Recharge with generous time off. Doisters get 8 weeks (40 days) of vacation per year to use as they wish on vacations and national holidays. + Spend time with your new baby. New parents receive 5 weeks of paid parental leave in addition to 13 weeks of paid pregnancy-related medical leave. + Invest in your health and wellness. Take care of yourself with a monthly budget for things like a gym membership, healthy snacks, massages, health insurance, etc.

Apply Now

If you're passionate about creating engaging product demos, walkthroughs, and other video content, and have a passion for educating customers with different forms of media, including live during calls, we'd love to hear from you. Apply now to join our team as a Customer Experience Knowledge Management Specialist and be a part of empowering people with simple yet powerful tools that improve their lives. Apply for this job