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

At arenaflex, our mission is to empower people with simple yet powerful tools that improve their lives. We're a multidisciplinary, fully-remote team that's passionate about creating products that make a dent in the universe. Our four core values – Ambition, Mastery, Independence, and Communication – guide everything we do, from creating processes to decision-making and recruiting. As a Customer Experience Knowledge Management Specialist, you'll play a crucial role in fostering a memorable and educational customer experience by leveraging different types of media to deliver a message. You'll have hands-on experience creating educational content, constructing information architecture, and helping customers with a wide range of technical competencies. With prior experience supporting a SaaS product that regularly undergoes significant changes, you're confident, thoughtful, and a proactive communicator. Your empathy for user challenges allows you to anticipate questions and create resources that help users succeed.

Your Role

As a Knowledge Management Specialist, you'll regularly 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. On a day-to-day basis, you'll:

• 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 offer a range of perks and benefits to support your personal and professional growth:

• 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.

Join arenaflex

If you're passionate about creating products that make a dent in the universe and empowering users with simple yet powerful tools, we'd love to hear from you. Apply now to become a part of our team and start shaping the future of productivity tools. Apply To This Job Apply for this job