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Customer Education Technology Specialist

1 month ago

Toronto, Canada AlayaCare Full time

**About AlayaCare**:
At AlayaCare, we're revolutionizing the way that home healthcare is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

**About the Role**:
Reporting to the Director of Customer Education, the Customer Education Technology Specialist will enhance customer experiences by developing and managing self-service and in-app educational resources. Collaborating with cross-functional teams, you will drive the creation of data-driven content that addresses customer needs, fosters successful adoption, and increases feature usage.

**A Day in the Life**:

- Define and implement a data strategy for in-app education, focusing on sourcing, governance, and priority personas.
- Collaborate with Product Managers and Product Marketing Managers to set feature usage and success targets.
- Monitor key performance indicators (KPIs) to gauge the effectiveness of in-app education programs and resources.
- Create and curate comprehensive self-service articles, in-app guides, and video tutorials.
- Work with the Customer Experience department to seamlessly implement educational resources within designated platforms.
- Maintain a centralized content repository, ensuring accuracy and timely relevance.
- Conduct periodic audits of existing content, identifying gaps and areas for improvement.
- Collect user feedback and integrate insights into content refinement.
- Support the Customer Education team with content generation and reporting needs across channels.
- Manage the team's tech stack documentation and recommend improvements to enhance self-service and in-app effectiveness.
- Stay up-to-date on industry best practices and technological innovations in self-service and in-app education.

**What You Bring to the Team**:

- Knowledge and experience with tools like Pendo, Zendesk, Confluence, Docebo LMS, Jira, Slack, and Microsoft Office.
- Strong analytical approach with experience in data analysis.
- Exceptional problem-solving and creative thinking skills.
- Knowledge of adult learning principles or a willingness to attain it.
- Outstanding written and verbal communication skills, capable of simplifying complex concepts.
- Ability to create engaging and effective video tutorials.
- Experience in cross-functional collaboration to drive continuous improvement.
- Keen eye for detail with a commitment to quality and precision.
- Desire to work in a fast-paced environment.
- Experience in a health-related field is considered an asset.
- Bilingual French/English is considered an asset.

**Location and Travel Requirements**:
**What Makes AlayaCare a Great Place to Work**:
Our products have a positive impact on the lives of countless care workers and care recipients.

Our company has been recognized by the Globe and Mail as one of Canada's Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit, and bold innovation.
- Equity in a well-funded, high-growth company.
- Hybrid working models with beautiful and creative office spaces to enjoy in prime locations.
- Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team-building activities.
- Comprehensive group benefits program, including telemedicine.
- Employee expense program for health, wellness, lifestyle, professional development, and productivity-related expenses.
- Parental leave top-up program.
- Flexible vacation policy.
- Company Wellness Day program for extra time to unwind.
- Paid Volunteer Time Off Program.
- Career growth and learning and development opportunities.
- An entrepreneurial culture of transparency, collaboration, and innovation.
- Access to our employee perk program for discounts at various participating vendors.

**Better outcomes, better belonging**

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development