A bit about us

Lever's vision is connecting human potential to meaningful work. Hiring is the most strategic challenge that every company faces, and Lever is one of the most recognized brands in talent acquisition software. As the innovation leader in our space, we are searching for great people to join us and push further.

We are proud of the company we've built so far, but we are even more excited for what is yet to come. Our 5000+ customers include global leaders, startups that are disrupting industries, and businesses around the world. Lever has raised $123 million in funding, most recently a $50M Series D in November 2021.

With an overall gender ratio of 50:50 women and men, Lever is also fiercely committed to building a team culture that celebrates diversity and inclusion. We have been certified as a "Great Place to Work", along with "Best Company Outlook 2022," and "Forbes Best Startup Employers 2022," and the list keeps growing! Our people are Lever's biggest competitive advantage. For more information on our team culture, visit https://inside.lever.co/.

The challenge

The Customer Support team is integral to the retention and success of our customers and as Lever grows and expands, so does the team. We are small and mighty with plans to continue to scale with the business--this means working through ambiguity and helping to shape the team. As the Customer Content and Education Specialist, you will support all of our internal teams, as well as our customers, by providing proactive support, self help resources, data analysis, and customer-facing communications as Lever continues to evolve as a product.

The opportunity

As Customer Content and Education Specialist, you will partner with the Customer Experience and Solutions leaders, as well as Customer Marketing and Research & Development,, to provide an amazing self service experience for our customers, You will work with our Support and Customer Experience teams to ensure that we are providing efficient and complete resolution for Lever customers, both internal and external; maintaining high levels of customer satisfaction; deepening the level of engagement by our customers with all the Lever products they use; and providing proactive support opportunity as the Lever Product continues to evolve. You will use data to inform business decisions around educational content development for customers. You will work directly with Customer Experience leadership to create and manage new content, and iterate on existing content.

The team

Join a high-performing, tight knit team in a growth stage tech company that is working to make hiring more transparent, collaborative, strategic, and effective. The Customer Experience and Solutions organization at Lever holds deep product and recruiting knowledge and is growing quickly in response to the fast-growing list of Lever customers. We're a seasoned group that is driven by happy customers and a passion to drive initiatives that improve internal processes. The Customer Content and Education Specialist will work with Customer Experience and Solutions leadership, and the rest of the Lever team to keep the customer experience ingrained in everything we do.

The skill set

Experience leading cross-functional project teams
Experience writing complex and technical material with a customer-facing lens
Experience with Zendesk Guide, WalkMe, and webinar tools
Experience with video editing and production
Excellent verbal and written communications
A track record of structured, analytics-driven problem solving

Within 1 month, you'll

Complete Ramp Camp, our onboarding program designed to get you up to speed on our business, vision, and team.
Dig into the recruiting world, quickly learning different recruiting team roles, interactions, activities, and metrics- and how that's all captured within Lever's product suite.
Meet with the existing team to understand daily processes and our approach to auditing, updating, and creating new educational content.
Jump into the support and help center feedback queues, working side by side with the Support team to learn about Lever's products and help resources.
Interview members of the following CXS teams to understand the impact that educational content and resources have for their roles: Success, Implementation, Solutions Architecture, and Customer Support.
Learn how to use the tools in Lever's educational content tech stack, including Zendesk Guide, Skilljar, and Zoom webinars.

Within 3 months, you'll

Create and update Help Center articles based on internal feedback and customer experience needs.
Review historical data related to Help Center content traffic, engagement, and efficacy in order to identify opportunities for improvement.
Collaborate with the Customer Experience and Operations team to publicize new Help Center resources to customers.
Meet with cross-functional stakeholders to attain approval of new Help Center content and align on a strategy for placement and publication.
Help to develop new methods for aggregating feedback from across the Customer Experiences and Solutions (CXS) department to ensure that Help Center content is aligned to customer needs.
Work with the existing Content & Education team to actively manage the Help Center, including requests for new articles and article updates, as well as articles submitted for review prior to publication.
Contribute to existing internal documentation on Help Center management.
Actively measure metrics related to Help Center traffic, engagement, content creation, health, and business impact on an ongoing basis.

Within 6 months, you'll

Participate in educational content planning based on historical Help Center data and upcoming product release, CXS, and Marketing initiatives.
Begin development on new customer-facing instructional webinar content, collaborating with the Customer Experience and Operations team to identify impactful learning opportunities.
Assist with migrating and updating existing customer training content into Lever University (Lever's course-based educational offering run through Skilljar).
Help to develop an educational content maintenance strategy to ensure resources stay accurate and relevant over time.

Within 12 months, you'll

Work collaboratively with existing Content & Education team members to scale up the content planning process, including driving accountability and setting expectations among internal stakeholders
Assist in conducting learner needs analysis for Lever customer profiles and corresponding content alignment..
Take ownership of the maintenance and management of one of Lever's main educational channels (Help Center, webinars, Lever University).
Help to develop standing methods for sourcing internal and customer feedback to inform Lever's educational content development strategy.
Drive internal enablement around new educational content, ensuring members of the CXS department have full awareness of the Lever's new and updated educational content offerings as well as how they can be positioned to customers.
Is this role not an exact fit?
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The Lever story

Lever is a leading Talent Acquisition Suite that makes it easy for talent teams to reach their hiring goals and to connect companies with top talent. Lever is the only platform that provides all talent acquisition leaders with complete ATS and robust CRM capabilities in one product, LeverTRM. The Lever Hire and Lever Nurture features allow leaders to scale and grow their people pipeline, build authentic and long-lasting relationships, and source the right people to hire. Lever Analytics provides customized reports with data visualization, see offers completed and interview feedback, and more, to inform strategic decisions between hiring managers and executives alike.

Our platform also enables companies to hire with inclusivity in mind, helping eliminate any hiring bias. Lever supports the hiring needs of more than 5,000 companies around the globe including the teams at Netflix, Spotify, Atlassian, KPMG, and Nielson. For more information, visit https://www.lever.co/.