Customer Education & Knowledge Lead

Client of OnHires

We re looking for someone who s naturally curious, detail-oriented, and enjoys making complex things easy to understand. You ll be working across two of our core platforms: one focused on AI-assisted trading and strategy development, and another built around personalized learning and AI mentorship. Your role is to learn how these systems work, understand their value to users, and translate that understanding into clear, accurate, and engaging communication.

You will own all customer-facing product education, including the knowledge base, tutorials/how-tos/blogs, multi-channel release publishing, trading-challenge communications & reporting, and keeping our Knowledge AI agents current. You ll turn inputs from PMs/SMEs into clear, actionable content customers actually use all while being a power user of the product.

You ll work closely with developers, designers, and the communications team to connect technical knowledge with everyday language. From product guides and FAQs to training decks and educational content, you ll ensure every explanation feels simple, confident, and consistent. You will become a product specialist, a true product of the product, learning every feature, operating it end-to-end, and teaching it back to customers and internal teams.

Key Responsibilities

• Knowledge Base (KB) Ownership: Create, update, and structure all KB content (how-tos, FAQs, troubleshooting, API/how-to). Maintain IA, tags/taxonomy, internal links, and the style guide. Run a visible changelog and a doc-freshness SLA after each release.

• Customer Education Content: Write in-depth tutorials, step-by-step guides, and problem solution blog posts. Produce screenshots, GIFs, short clips, and plain-language summaries. Maintain an editorial calendar aligned to upcoming releases.

• Multi-Channel Release Publishing: Publish synchronized updates across KB, docs portal, blog, Discord/Telegram, social (X/LinkedIn), and in-app (where applicable). Own templates, UTM links, visual assets, and a publishing checklist; report reach/engagement and iterate.

• Trading Challenges: Publishing & Reporting: Publish rules, timelines, FAQs, and updates for new challenges. Track progress via dashboards; coordinate reporting on sign-ups, active users, completions, P&L distributions, drawdown breaches, and cohorts (partnering with Data/Engineering as needed).

• Knowledge AI Agent Curation: Keep AI knowledge sources fresh (KB, FAQs, release notes, known issues). Maintain collections/prompts, test answer quality, and close gaps by authoring/patching content. Turn recurring misses into new articles or quick answers.

• Customer Surveys & Content Feedback: Design and run CSAT/NPS/doc-helpfulness and task-success surveys. Monitor Discord/support tags for missing/unclear docs and turn insights into content updates. Publish a monthly Content Insights note with concrete content actions.

• Support Team Enablement: Create internal playbooks, macros, and how to handle X guides aligned with the public KB. Deliver short trainings/Looms for new features and common issues; keep internal FAQs in sync.

• Vendor & Tooling Administration (Knowledge Stack): Administer docs/help center, survey tooling, search, and content analytics. Handle vendor admin, including billing/renewals, removing unused tools, maintaining license hygiene/access, and tracking service health. Ensure integrations work (e.g., status KB, product in-app help).

• Content Governance & Quality: Own style guide, templates, glossary, accessibility checks, and localization readiness. Enforce lightweight SME accuracy reviews. Eliminate stale/duplicated content and broken links.

• Product-Specialist Commitment: Dedicate weekly hands-on hours to use the product in real workflows; document findings. Run monthly internal feature deep-dives. Pass internal product certification by Day 45; re-cert each quarter. Maintain demo workspaces, datasets, and step-by-step scripts. Quickly reproduce user issues and supply high-quality repros to Support/Engineering.