Customer Success & Onboarding Specialist – Training Content

Penbrothers International; Philippines; Remote; PHP 558,000 - 893,000; Full time

Job summary

Penbrothers is seeking a proactive Customer Success and Onboarding Specialist to develop learning resources for our client’s software platform, including how-to guides and instructional videos that simplify complex workflows.

As the customer base grows, you will lead onboarding, provide platform training, answer support inquiries, and communicate new features to maximize product adoption and customer value.

Qualifications

• At least 3 years of experience in software onboarding, software implementation, customer training, customer success, or a related role.
• Experience explaining software functionality and translating complex processes into clear, easy-to-follow instructions.
• Strong written and verbal communication skills, with the ability to communicate effectively with both technical and nontechnical users.
• Experience creating training materials, user guides, standard operating procedures, or instructional videos.
• Strong organizational skills and attention to detail, particularly when maintaining documentation and learning resources.
• A customer-focused mindset and the ability to understand user needs, resolve questions, and guide customers toward effective solutions.
• The ability to learn a new software platform quickly and develop a thorough understanding of its features and workflows.
• Confidence in conducting virtual training sessions, product walkthroughs, and customer conversations as the role evolves.
• A proactive and adaptable approach to working with a growing software business and an evolving product.

Responsibilities

• Develop and maintain customer-facing knowledge base content, including how-to guides, instructional videos, and other learning resources.
• Convert existing text-based help documentation, screenshots, charts, and process instructions into clear, engaging video tutorials.
• Build on the platform’s existing help and support resources, prioritizing frequently used features and common customer questions.
• Use video editing and content creation tools to produce instructional materials with consistent formatting, presentation, and voice-over.
• Learn the client's platform thoroughly to explain its features, workflows, and functionality accurately.
• Support the organization and continuous improvement of knowledge base materials to ensure customers can easily access relevant information.
• Gradually take ownership of customer onboarding and platform training as the client base expands.
• Respond to customer questions, provide guidance on platform functionality, and assist users in navigating workflows such as service ticket creation, technician assignment, and dispatch coordination.
• Communicate new features, enhancements, and product updates to existing customers to encourage adoption and maximize the value of their subscriptions.
• Help address customer feedback, feature requests, and recurring support concerns by coordinating with the internal team.
• Collaborate with the development team to clarify product functionality, document new features, and ensure customer-facing materials remain accurate and up to date.
• Contribute to customer satisfaction, product adoption, and retention through effective training and proactive support.

Skills

Software onboarding

Customer training

Technical communication

Documentation skills

Video tutorials creation

Learning agility

Tools

Video editing tools

Screen recording software

AI voice-over tools

Job description

Penbrothers is seeking a proactive Customer Success and Onboarding Specialist to develop learning resources for our client’s software platform, including how-to guides and instructional videos that simplify complex workflows.

As the customer base grows, you will lead onboarding, provide platform training, answer support inquiries, and communicate new features to maximize product adoption and customer value.