Knowledge Management & Training Lead (Remote)

REPAY Company; Atlanta (GA); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

100% health premiums for employee

Life insurance

Disability insurance

401(k) employer match

Employee Stock Purchase Plan

Annual Bonus Program

Job summary

REPAY is seeking a Sr. Manager of Knowledge Management & Training to lead our knowledgebase and training strategy. You will audit current materials, design scalable content, and deliver both internal and customer-facing training.

Collaboration with Product and Marketing is essential to keep documentation ahead of releases and to drive adoption of self-service resources. You will build and govern content taxonomy, and own a program that reduces ticket volume by empowering frontline teams and

Qualifications

• 6+ years of experience in knowledge management, learning and development, or technical writing with ownership of the function
• Experience building or overhauling a knowledge base that is organized, searchable, and easy to navigate
• Experience designing training across formats: micro-learning, webinars, live Q&A, scalable playbooks
• Experience building internal training and customer-facing education or documentation
• Strong technical writing skills to translate complex product info into clear content
• Experience partnering with Product/Marketing to align documentation with releases

Responsibilities

• Define knowledge management and training strategy with the Director of Customer Support and own its execution
• Audit current knowledge base and training materials in the first 30 days and deliver a scalability plan
• Create a project tracker for training/content requests with a clear intake process
• Own content governance: taxonomy, ownership, review cycles, retirement of outdated content
• Personally write and maintain documentation for frontline support, partners, and customers
• Develop learning formats (micro-learnings, playbooks, webinars) and set writing standards
• Design and build customer-facing self-service documentation to reduce ticket volume
• Design and deliver internal product training and customer enablement content
• Coordinate with Product and Marketing to align releases with documentation/training
• Build cross-functional relationships and report on program health to the Director of Customer Support

Skills

Knowledge management

Technical writing

Training design

Project management

Cross-functional collaboration

Strategic planning

Tools

LMS platforms

AI-powered tooling

Job description

REPAY is seeking a Sr. Manager of Knowledge Management & Training to lead our knowledgebase and training strategy. You will audit current materials, design scalable content, and deliver both internal and customer-facing training.

Collaboration with Product and Marketing is essential to keep documentation ahead of releases and to drive adoption of self-service resources. You will build and govern content taxonomy, and own a program that reduces ticket volume by empowering frontline teams and