Customer Education Specialist

Location : Downtown Vancouver, with hybrid work options

Company : Comm100

Type : Full-Time, Permanent

Who We Are

Comm100 is an award-winning digital customer engagement platform, enabling organizations to better engage, convert and support their customers online.

Established in 2009, Comm100 serves over 10,000 clients globally including HP, Rackspace, Government of Canada, Google, Canadian Blood Services, Stanford University, and many more.

We believe that our work is never done as long as there are customers in a queue. We don’t sleep until we find the smartest, most efficient way to communicate, answer questions, and solve problems.

What We Believe

At Comm100, we strongly believe that the success of a company depends entirely on its people. We seek self-motivated team players who will appreciate a performance-driven work environment, rooted in creativity, personal development, integrity and open communication.

We work hard but always make time for fun.

What We Offer

• Competitive compensation
• Comprehensive benefits package
• Flexible working environment and office hours
• Company laptop and monthly home office allowance
• Quarterly fun and interactive team-building events
• Opportunities for professional learning, growth, and career advancement

Position Overview : We’re seeking a motivated and enthusiastic Customer Education Specialist to join our dynamic and international Customer Success team, reporting to the Director of Learning, Training, and Development.

In this role, you will develop and deliver high-quality learning materials and training sessions primarily for a new government partnership project working alongside AI, Development, Partner, Sales and Product Marketing colleagues.

You will be instrumental in helping customers across various industries maximize the value of our platforms and products.

Key Responsibilities :

• Develop Learning Materials : Design, create, and maintain comprehensive training materials, including manuals, presentations, and online resources, tailored to different learning styles and needs.
• Lead Training Sessions : Conduct engaging and informative training sessions, predominantly virtually, to ensure participants understand and effectively utilize our platforms and products.
• Deliver Best Practices : Share industry best practices and practical insights to help customers achieve optimal results and improve their operational efficiency.
• Ensure Customer Success : Provide support and guidance to clients from diverse industries, including Higher Education, Government, Gaming, Healthcare, Insurance, Banking, IT, Tourism, and Not-for-Profit sectors, addressing their queries, troubleshooting issues, and ensuring they derive maximum value from our solutions.
• Feedback and Improvement : Gather feedback from training sessions and customer interactions to continuously improve training content and delivery.
• Collaboration : Work closely with the project team and other departments to align training objectives with project goals and customer needs.

This will include working with cross-functional teams in different time zones, so early / later meetings may be required.

• Stay Updated : Keep up to date with the latest industry trends, product updates, and technological advancements to ensure the training materials remain relevant and effective.
• General Support : Assist with other general training needs within the company, including attending R&D User Story Reviews and Enablement sessions to provide client feedback and become familiar with new releases and products.

Qualifications :

• Education : Bachelor’s degree in a relevant field (e.g., Education, Information Technology, Business).
• Experience : 2-5 years of experience in a training or instructional role, preferably in Tech or related industry. Experience working with a government or government-related project previously would be an asset.
• Skills :

o Strong spoken and written communication and presentation skills for technical writing, documentation and training delivery.

o Ability to create clear, engaging, and accessible training materials.

o Proficiency in various training methods and technologies (e.g., LMS, video conferencing tools).

o Excellent problem-solving skills and a customer-centric mindset.

o Ability to adapt to different learning styles and adjust content accordingly.

• Technical Knowledge : Familiarity with our platforms and products, or the ability to quickly learn and understand new technologies.
• Interpersonal Skills : Strong teamwork and collaboration abilities, with a proactive and positive attitude.
• Advantageous Skills : Familiarity with tools such as Zoom, Teams, Asana, DevOps, Calendly, Salesforce, AppCues, Loom, and Canva would be beneficial.

Only short-listed candidates will be contacted. No phone calls please. Applicants must be eligible to work in Canada.

Join us at Comm100 and be part of a team dedicated to making a difference through technology and innovation. We look forward to welcoming you!