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• Identify gaps, outdated content, and underperforming assets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.

Compensation: $75,000.00 - $85,000.00 per year


About FINBOA

FINBOA is a leading innovator in intelligent automation for community and regional banks and credit unions.

Leveraging more than 30 years of experience, FINBOA has created software solutions to reduce compliance cost and reputational risk by bringing together digital transformation, regulatory compliance, process automation and customer experience. Headquartered in Houston, FINBOA engages in partnership with financial institutions across the U. S. to achieve targeted business outcomes and peace of mind.