Design, develop, and deliver process and technical training for Business Operations teams, including new-hire training, refreshers, and ongoing learning. Assess learning needs and training effectiveness, partner with subject matter experts and operational stakeholders, and turn process and tool updates into practical learning initiatives.
You will own the content strategy for the website, blogs, and product pages while writing and editing high-quality content to drive user acquisition. You will also collaborate with product, design, and engineering teams to optimize content performance using data-driven insights.
Perform quality evaluations of customer interactions using manual and AI-assisted workflows to ensure adherence to compliance and service standards. Analyze QA datasets to identify agent performance trends, behavioral patterns, and actionable insights for process improvement.
Own product positioning, messaging, and go-to-market strategies to drive customer adoption and retention. Collaborate with Product, Engineering, and Customer Success teams to create lifecycle campaigns and optimize the onboarding experience.
The Product Expert will troubleshoot and replicate product issues, providing excellent service to customers. They will also collaborate with internal teams and work towards continuous product improvement.
