Reports to: Head of Customer Success / Head of Solution Engineering
Work alongside: Customer Success, Support, Product, Engineering, and Marketing
Job Description
LearnWise.ai is modernizing higher education with AI-powered tutoring, instructor-efficiency tools, and student-engagement solutions, integrated into the systems universities already use.
We’re looking for a Customer Education & Documentation Specialist to own the content that helps customers understand, configure, and get real value from LearnWise products. You’ll turn product changes, support insights, and educational best practices into clear documentation, practical examples, templates, learning paths, screenshots, and short videos.
This role is ideal for someone who combines instructional-design thinking, excellent writing, support instincts, and hands-on technical curiosity. You don’t need to be a developer, but you should enjoy learning unfamiliar software, testing workflows, asking precise questions, and turning complexity into guidance that customers can actually use.
What you’ll do
Product documentation & release readiness (40%)
- Write and maintain clear what-is, how-to, troubleshooting, and best-practice articles
- Work with Product and Engineering to understand upcoming changes and publish accurate documentation in time for release
- Review product briefs, Linear tickets, demos, and AI-generated drafts, then turn them into polished customer-facing content
- Validate every workflow by testing the product and relevant LMS or third-party integrations yourself
- Create and maintain screenshots, annotated visuals, and short walkthrough videos
- Keep our customer-facing knowledge base—including content used by AI support experiences—accurate, consistent, accessible, and up to date
Customer education & learning design (30%)
- Create end-to-end guides that help customers plan, configure, launch, and improve LearnWise experiences
- Build realistic templates, worked examples, and sample learning experiences that educators can adapt
- Design goal-based learning paths that guide customers through the right resources in the right order
- Explain not only which buttons to click, but how to use LearnWise effectively in a real educational setting
- Apply sound instructional-design principles to learning objectives, examples, scaffolding, assessment, and accessibility