Senior Content Specialist, Customer Education

Fleetio

4d • Remote

About The Position

Fleetio is seeking a Senior Content Specialist to join their Customer Education team. This role is crucial in ensuring customers have a thorough understanding of the Fleetio product, as the company believes education is key to customer success. The ideal candidate will be passionate and dedicated to equipping customers to succeed with Fleetio.

Requirements

• 5+ years of experience creating and managing customer-facing content in a SaaS environment, especially technical product documentation.
• Ability to transform complex ideas into simple, helpful content for various audiences.
• Strong writing and editing skills with a focus on clarity and detail.
• Clear and effective written and verbal communication skills.
• Comfort using AI tools and automation.
• A customer-first mindset.
• Strong project management skills, with the ability to manage priorities and collaborate across teams in a fast-paced environment.

Nice To Haves

• Previous Fleet or Fleet Software Experience
• Past experience using Helpjuice or other technical documentation tools
• Video production & editing experience
• Community or customer webinar experience
• Experience with Camtasia, Arcade, Wistia or similar systems
• Past experience using Asana or similar project management tool

Responsibilities

• Create and maintain clear, approachable documentation and product walkthroughs that empower customers to learn and solve problems independently.
• Own and evolve the knowledge management platform, ensuring internal and external knowledge bases are polished, easy to navigate, and up-to-date.
• Partner with the Manager, Customer Education to ensure content aligns with the broader education strategy.
• Run documentation sprints, ensuring the right work is prioritized, assigned, and shipped on time.
• Work closely with Customer Support to reduce case volume through better knowledge, smarter content, and AI-powered solutions.
• Collaborate with Customer Education and CX teams to shape the internal documentation strategy, including roadmap planning and scalable review processes.
• Monitor content performance by tracking trends, sharing insights, and driving continuous improvement.
• Proactively identify knowledge gaps by analyzing support trends, product changes, and customer feedback.
• Support larger education initiatives such as webinars, community programming, and LMS content.
• Utilize data to understand customer engagement with content and identify areas for improvement.
• Propose ideas and recommendations to enhance Customer Education programs.

Benefits

• Multiple health/dental coverage options (100% coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks (increases at year two!)
• 12 company holidays + 2 floating holidays
• Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend - $125 quarterly
• Mac laptop + new hire equipment stipend
• Fully stocked kitchen with tons of drinks & snacks (BHM only)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed