Field Service Engineer (Full Industry Training)

Together Trust; Telford; On-site; GBP 35,000 - 50,000; Full time

Job summary

A growing organization in Telford is seeking a Customer Education and Enablement professional to design and deliver a high-quality customer education program. The successful candidate will develop knowledge bases, facilitate training sessions, and support product launches. Collaborating with various teams, including Customer Support and Product Marketing, the role aims to drive customer adoption and success through innovative content and training solutions.

Responsibilities

• Develop and manage self-service knowledge bases for UK customers.
• Audit existing training materials and convert them into knowledge base articles.
• Deliver training sessions and facilitate product adoption webinars.
• Support new product launches with updated instructional content.
• Identify gaps in customer knowledge and create enablement content.

Job description

Role Overview

This is a new role at Once For All, focused on Customer Education and Enablement. As our product portfolio continues to grow, we need someone who can design and deliver a scalable, high-quality customer education programme that drives adoption and success.

Responsibilities

• Develop and manage self‑service knowledge bases for UK customers, working closely with Verifications, Marketing, Product, CX, and CS teams to support both Buyers and Suppliers.
• Ensure knowledge base content is easily accessible within the platform (e.g., Intercom) and kept accurate and up to date.
• Audit existing training materials and convert them into knowledge base articles for all audiences.
• Collaborate with Customer Support, Verifications, Customer Success, and Buyer Success teams to validate content accuracy.
• Deliver 1:many training sessions with large volumes of customers.
• Facilitate product adoption webinars with different customer cohorts.
• Support new product and feature launches, updating historical knowledge and creating instructional content.
• Work closely with Product Owners, Product Marketing, and Internal Enablement to produce guides, articles, webinars, and best‑practice resources.
• Partner with UX and Customer Experience teams to optimise in‑app journeys for onboarding and adoption.
• Identify gaps in customer knowledge and create enablement content to address them.
• Gather customer feedback and analyse product usage data to inform content improvements.