Customer Education Technical Content Manager
Benefits:
IRA with company Matching
Bonus based on performance
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Wellness resources
Customer Education Technical Content Manager
Location: This is a remote position, however you must be located in one of these areas: Texas, South Carolina, Pennsylvania, Arkansas, Arizona, Tennessee, Georgia, Florida, New York, North Carolina, Alabama, Illinois
Company: FINBOA
About the Role
FINBOA is looking for a Customer Education Technical Content Manager to own and elevate our client content experience across our knowledge ecosystem—primarily within Zendesk. In this role, you’ll create clear, engaging, and highly useful content that empowers clients to successfully use our SaaS platform.
You’ll blend strong writing, technical understanding, and data-driven thinking to continuously improve how clients learn, engage, and self-serve. If you enjoy turning complex ideas into accessible content and using analytics to make things better, this role is for you.
What You’ll Do
Knowledge Base & Content Creation
Write and publish 2–4 Zendesk knowledge base articles per month
Maintain and update content to reflect product changes and enhancements
Format and structure content using basic HTML
Create clear, client-friendly release notes and implementation guides
Optimize support responses with helpful content links
Promote awareness and usage of knowledge resources internally and externally
Analytics & Optimization
Monitor content performance in Zendesk on a weekly basis
Deliver monthly performance reports with insights and recommendations
Identify gaps, outdated content, and underperforming assets
Implement data-driven improvements to increase engagement and usability
Webinars & Video Content
Manage end-to-end webinar publishing (uploads, captions, chapters, distribution)
Create training videos including storyboarding, scripting, recording, and editing
Maintain an organized, up-to-date video content library
Collaboration & Support
Partner with Product, Support, and Client teams to identify content needs
Ensure consistency in tone, branding, and messaging
Support onboarding and client education initiatives
Document internal processes and workflows
Stay current on content marketing and knowledge management best practices
What You Bring
Experience creating clear, client-facing technical or product content
Familiarity with Zendesk or similar knowledge base platforms
Basic HTML skills for formatting and structuring content
Strong organizational and project management abilities
Experience with video tools, webinar platforms, or screen recording software
Ability to analyze performance data and turn insights into action
Excellent written and verbal communication skills
High attention to detail and focus on usability
Nice to Have:
Experience with Vidyard, Scribe, or similar tools
Background in SaaS, technology, or client education
Video editing experience
What Success Looks Like
You consistently deliver high-quality, user-friendly content
You take ownership of and improve the knowledge base ecosystem
You use analytics to drive meaningful improvements
You make complex topics simple and approachable
You collaborate effectively across teams
You proactively identify ways to enhance the client experience
Work Environment
Primarily computer-based work
Regular use of digital collaboration and video conferencing tools
Occasional work with visual and video content
Why Join FINBOA?
At FINBOA, we value clarity, collaboration, and continuous improvement. You’ll play a key role in shaping how our clients learn and succeed—directly impacting product adoption and customer experience.