Knowledge Management & Training Lead (Self-Service)

REPAY; Atlanta (GA); Presencial; USD 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

100% employee healthcare premiums

Life and disability insurance

401(k) employer match

Employee Stock Purchase Plan

Annual Bonus Program

Descripción de la vacante

REPAY, a leading fintech payments company headquartered in Atlanta, seeks a strategic leader to build and own our knowledge management and training function. You will shape customer-facing documentation, internal training, and scalable self-service tools while partnering with Product and Marketing to stay ahead of releases.

You will audit existing materials, define standards, and deliver formats like micro-learnings and webinars, driving efficiency and consistency across the support organization.

Formación

• 6+ years of experience in knowledge management, learning and development, or training.
• Experience building or overhauling a knowledge base that is organized and searchable.
• 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.
• Ability to quickly learn a multi-product platform to teach others.
• Experience partnering with Product/Marketing to align docs with releases.
• Track record of building from scratch in unstructured environments.

Responsabilidades

• Define and own REPAY’s knowledge management and training strategy with the Director of Customer Support.
• Audit existing knowledge base and training materials; deliver a scalable, searchable plan.
• Build a project tracker and intake process for training/documentation requests from other departments.
• Own content governance: taxonomy, ownership, review cadence, and content retirement.
• Write and maintain structured documentation for frontline staff, partners, and customers.
• Create learning formats (micro-learnings, playbooks, webinars) and match formats to content/audience.
• Establish writing standards for consistent tone and quality across content.
• Design and build the first customer-facing self-service documentation to reduce ticket volume.

Conocimientos

Knowledge management

Technical writing

Learning & development

Cross-functional collaboration

Project management

Instructional design

Content strategy

Herramientas

LMS platforms

AI-powered support tooling

Documentation tooling

Descripción del empleo

REPAY, a leading fintech payments company headquartered in Atlanta, seeks a strategic leader to build and own our knowledge management and training function. You will shape customer-facing documentation, internal training, and scalable self-service tools while partnering with Product and Marketing to stay ahead of releases.

You will audit existing materials, define standards, and deliver formats like micro-learnings and webinars, driving efficiency and consistency across the support organization.