Customer Education & Knowledge Systems Manager

Canpump; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Canpump is hiring a Customer Education & Knowledge Systems Manager to build and scale our customer education, documentation, and knowledge-management capabilities. This is an opportunity to shape how product knowledge is captured, organized, shared, and improved across the business.

You will work across Customer Support, Sales, Ecommerce, Marketing, and Operations to turn technical expertise into practical resources for customers and employees.

Qualifications

• Exceptional written communication skills and the ability to make complex information clear and practical.
• Experience creating or significantly improving documentation, educational content, training resources, business processes, knowledge bases, or comparable systems.
• Strong problem-solving, organizational, and process-design abilities.
• Ability to learn technical products and extract useful information from subject matter experts.
• A customer-focused mindset and an interest in addressing root causes rather than recurring symptoms.
• Ability to prioritize and manage multiple projects with limited existing structure.
• Comfort using technology and AI-assisted workflows to research, organize, create, and improve content.

Responsibilities

• Create and maintain Help Centre content.
• Create, improve, and maintain customer education resources, including Quick Start Guides, FAQs, troubleshooting content, product manuals, and other customer documentation.
• Develop packaging inserts, QR-code resources, process flows, troubleshooting trees, product diagrams, and other visual materials.
• Identify opportunities to improve customer understanding throughout the customer journey.
• Analyze recurring customer questions and support issues to identify opportunities for better education and fewer preventable contacts.
• Capture technical knowledge from support staff and other subject matter experts.
• Establish documentation standards, review processes, and maintenance procedures.
• Create and maintain Gorgias response templates, support playbooks, and troubleshooting workflows.
• Build reusable internal knowledge resources that improve the consistency and efficiency of customer support.
• Develop post-purchase education and onboarding journeys.
• Collaborate on Omnisend automations that connect customers with relevant guides, videos, maintenance information, and other resources.
• Identify appropriate educational and cross-sell opportunities within lifecycle communications.
• Create SOPs, training materials, and onboarding resources for employees.
• Improve knowledge sharing across departments.
• Reduce reliance on information that exists only in the experience or memory of individual employees.

Skills

Exceptional writing

Documentation experience

Problem-solving

Learn technical products

Customer-focused

Prioritize multiple projects

AI workflows

Job description

Canpump is hiring a Customer Education & Knowledge Systems Manager to build and scale our customer education, documentation, and knowledge-management capabilities.

Canpump supplies pressure washers, pumps, motors, misting systems, accessories, and industrial fluid-handling equipment across North America. Our customers range from DIY users and small businesses seeking straightforward guidance to commercial and industrial buyers who expect detailed technical information before purchasing.

This is an opportunity to build a new function and shape how product knowledge is captured, organized, shared, and improved across the business. The role will work across Customer Support, Sales, Ecommerce, Marketing, and Operations to turn technical expertise and recurring customer questions into practical resources for customers and employees.

The position is offered as an initial 12-month contract with a formal review after 6 months. Depending on business needs and results, the contract may be extended or the position may become permanent.

The regular work schedule is Monday to Friday, 7:00 a.m. to 3:00 p.m., on-site in Etobicoke.

We are looking for someone who asks:

"Why does this problem keep happening, and how can we prevent it?"

rather than:

"How do I answer the same question again?"

Key Areas of Responsibility

Customer Education and Documentation

• Create and maintain Help Centre content
• Create, improve, and maintain customer education resources, including Quick Start Guides, FAQs, troubleshooting content, product manuals, and other customer documentation
• Develop packaging inserts, QR-code resources, process flows, troubleshooting trees, product diagrams, and other visual materials
• Identify opportunities to improve customer understanding throughout the customer journey

Knowledge Management and Support Enablement

• Analyze recurring customer questions and support issues to identify opportunities for better education and fewer preventable contacts
• Capture technical knowledge from support staff and other subject matter experts
• Establish documentation standards, review processes, and maintenance procedures
• Create and maintain Gorgias response templates, support playbooks, and troubleshooting workflows
• Build reusable internal knowledge resources that improve the consistency and efficiency of customer support

Customer Lifecycle and Automation

• Develop post-purchase education and onboarding journeys
• Collaborate on Omnisend automations that connect customers with relevant guides, videos, maintenance information, and other resources
• Identify appropriate educational and cross-sell opportunities within lifecycle communications

Internal Training and Knowledge Transfer

• Create SOPs, training materials, and onboarding resources for employees
• Improve knowledge sharing across departments
• Reduce reliance on information that exists only in the experience or memory of individual employees

Qualifications

• Exceptional written communication skills and the ability to make complex information clear and practical
• Experience creating or significantly improving documentation, educational content, training resources, business processes, knowledge bases, or comparable systems
• Strong problem-solving, organizational, and process-design abilities
• Ability to learn technical products and extract useful information from subject matter experts
• A customer-focused mindset and an interest in addressing root causes rather than recurring symptoms
• Ability to prioritize and manage multiple projects with limited existing structure
• Comfort using technology and AI-assisted workflows to research, organize, create, and improve content

Preferred Experience

Experience in one or more of the following areas would be beneficial:

• Gorgias, Zendesk, Intercom, Help Scout, or comparable customer support platforms
• Omnisend, Klaviyo, HubSpot, or comparable marketing automation platforms
• Help Centres, knowledge bases, customer education programs, or technical documentation
• Diagramming, page-layout, visual communication, or AI-assisted content creation tools
• Ecommerce, B2B, industrial, manufacturing, mechanical, technical, or trade-oriented environments
• Documentation or education for physical products and equipment

Graphic design expertise is not required, but the ability to create clear visual materials or coordinate their production is highly desirable.

Who Will Thrive in This Role

You may be a strong fit if you:

• Enjoy breaking down ambiguous or recurring problems into practical solutions
• Can create structure where processes and resources are still evolving
• Learn unfamiliar subjects by asking thoughtful questions and conducting independent research
• Balance strategic thinking with hands-on execution
• Take ownership of ideas and carry them through to useful, finished outcomes

Strong candidates may come from customer education, technical communication, knowledge management, customer success, enablement, training, process improvement, operations, or another relevant background. If you have demonstrated an ability to learn quickly, improve processes, and make complex information easier for others to use, we encourage you to apply even if you do not meet every preferred qualification.