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Customer Success and Documentation Specialist
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Customer Success and Documentation Specialist
Customer Success and Documentation Specialist - Tech4Good
Location: Remote Contract Type: Permanent Salary: £30,000
Shape how thousands of users interact with innovative tech4good technology and build knowledge resources that drive customer success.
About the Organisation
Our client is a well-established organisation specialising in tech4good data collection. For over a decade, they’ve developed digital solutions that empower users to gather and analyse tech4good data via specialist platforms used by leading charities and organisations across the UK.
About the Role
You’ll become a trusted product expert for platform users while playing a key role in enhancing customer satisfaction, adoption, and retention. Responsibilities include creating comprehensive documentation, delivering engaging onboarding and training, and ensuring users can quickly derive value from the platform. Your contributions will directly support the platform’s growth while improving users’ success in their work.
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Responsibilities
- Build and maintain a comprehensive knowledge base and documentation library tailored for platform users
- Deliver engaging onboarding and training to enable fast customer adoption
- Provide holistic customer support from initial setup to advanced feature usage
- Identify knowledge gaps and developactionable resources to meet user needs
- Gather and analyse customer feedback, contributing insights to enhance the platform and user experience
- Establish deep expertise in the platform’s features, capabilities, and use cases
- Collaborate with cross-functional teams to refine how customers interact with the product
Essential Requirements
- Strong written and verbal communication skills, with an ability to simplify complex topics
- Exceptional attention to detail and organisation
- Clear passion for tech4good
- Genuine interest and capability in technology and software products
- Rapid learning ability and self-paced knowledge acquisition
- Strong time management with experience (or comfort) working remotely
- Must be UK-based and eligible to work in the UK
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Benefits
- Company pension
- 28 holiday days per year (including public holidays), plus an additional day per year up to five years
- Christmas to New Year closure (≈4 extra days off)
- Fully remote with flexible hours (core window: 10am–4pm)
- Personal and professional development aligned to individual needs and interests
- Opportunities to attend industry events, conferences, and expos
- Team outings focused on wellbeing and connection
- Transparency, collaboration, and genuine value creation in a mission-driven environment
The candidate will join a values-driven team focused on diversity, inclusion, and progressive recruitment practices. Adjustments and reasonable accommodations are actively supported throughout the hiring process.
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