Member Care Content Development Specialist

The Content Development Specialist is responsible for designing, developing, and maintaining training content and customer-facing knowledge resources that support Cricut Member Care operations. This role creates engaging learning experiences for contact center employees and develops rich-media Help Center content that enables customers to successfully self-serve. Working closely with Training, Quality, Product, Engineering, Marketing, and Member Care leadership, this position translates technical information into clear, accurate, and engaging learning materials, e-learning courses, videos, and knowledge articles. The role contributes to content standards, supports content governance activities, and helps ensure learning materials and external Help Center (knowledge base articles) remain current as products and processes evolve. Essential Responsibilities Instructional Design & Training Content Development (40%) Design, develop, and maintain instructor-led, virtual, and self-paced learning content for Member Care. Develop SCORM-compliant e-learning courses for the Learning Management System (LMS). Create onboarding, product, systems, and process training aligned with adult learning principles. Develop facilitator guides, learner materials, assessments, and job aids. Partner with subject matter experts to translate technical information into effective learning content. Support the Training team by developing new learning assets and updating existing curriculum. Knowledge Content & Rich Media Development (30%) Create, maintain, and publish customer-facing Help Center articles and internal knowledge documentation. Produce instructional videos, screen recordings, graphics, animations, and multimedia learning assets. Ensure published content follows established style guides, branding, accessibility, and quality standards. Optimize content for the Help Center, LMS, YouTube, and other digital platforms. Coordinate localization efforts for translated learning and knowledge content. Organize and maintain multimedia assets for reuse and future updates. Content Governance & Continuous Improvement (10%) Support established content governance processes, templates, and documentation standards. Participate in periodic reviews to ensure training materials and Help Center content remain accurate and current. Assist with version control and documentation of content revisions. Recommend improvements based on stakeholder feedback, product updates, and operational needs. Performance Support (10%) Partner with Quality Assurance, Operations, and Training to identify knowledge gaps and learning opportunities. Analyze quality trends, coaching feedback, and customer issues to recommend improvements. Assist in measuring learning effectiveness using learner feedback, assessments, and operational metrics. Recommend updates that improve learner engagement and customer self-service success. Learning Technology Support (10%) Publish and maintain learning content within the Learning Management System. Maintain SCORM packages and assist with course updates and troubleshooting. Support administration of learning technologies and authoring tools. Recommend opportunities to improve learning delivery and content accessibility. Education & Experience Bachelor's degree in a related field or equivalent experience. 2+ years of instructional design, technical content development, or learning experience. Experience in a contact center, technical support, SaaS, or consumer technology environment preferred. Experience creating customer-facing knowledge base content preferred. Required Skills Instructional Design Strong understanding of adult learning principles. Experience developing SCORM-compliant learning content for an LMS. Experience designing instructor-led, virtual, and self-paced training content. Content Development Excellent technical writing and editing skills. Ability to simplify complex technical concepts. Strong attention to detail and content accuracy. Multimedia Production Experience producing instructional videos, graphics, screen recordings, and interactive learning assets. Video editing using professional software. Experience creating web-based knowledge content. Learning Technology Experience with Adobe Captivate, Articulate Storyline, TalentLMS (or similar), Camtasia, and Adobe Creative Cloud or equivalent. Preferred Qualifications ATD, CPTD, or similar certification. Experience with HTML-based knowledge management systems. Experience managing multilingual content. Familiarity with AI-assisted content development tools. Experience working in Agile environments. Success Measures Delivery of high-quality training and knowledge content on schedule. Accuracy and timeliness of Help Center and learning materials. Development of engaging SCORM-compliant learning experiences. Positive learner and stakeholder feedback. Contributions to improving customer self-service and support readiness. Effective collaboration with Training, Quality, Product, and Member Care teams. We’ve Got You Covered At Cricut, we take care of our people. Enjoy competitive Medical, Dental, and Vision coverage, a 401(k) match, generous PTO, tuition reimbursement, and a yearly lifestyle stipend to support your wellness and passions. You’ll also receive exclusive employee discounts—and best of all, you’ll be surrounded by some of the most talented, creative, and curious minds out there. A Quick Note Before You Apply… Cricut is in an exciting chapter of transformation. We’re evolving fast—refining our strategy, growing our teams, and raising the bar across everything we do. This is an incredible opportunity for the right kind of person—but it’s not for everyone. We’re looking for A-players—people who thrive in dynamic environments, turn challenges into momentum, and consistently deliver their best work. If that sounds like you, read on. Here’s what makes someone a great fit for this role (and for this moment at Cricut): You move with urgency. You don’t wait for perfect clarity to act—you start, learn, and adjust. You set high standards. You take ownership, deliver quality, and hold yourself accountable. You stay focused when things move fast. You prioritize what matters most and tune out the noise. You collaborate like a pro. You elevate others, communicate clearly, and bring a low-ego, high-output energy. You embrace AI as part of your toolkit. From idea exploration to data analysis and creative problem-solving, you leverage AI to accelerate innovation and amplify impact—because technology and creativity go hand-in-hand here. What to Do Next: Please attach your resume, cover letter and/or include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information. Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify. Cricut® empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power of handmade into the hands of all. With a passionate community of Makers around the world, Cricut helps turn inspiration into real, tangible creations—one project at a time. Let’s make.