Product Education Lead — Remote-First Knowledge Architect

Socket.dev; New York (NY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Guidance from learning platform

Surprise meal stipends

15 days vacation

Wellness allowance

Health package

Job summary

CreatorIQ is seeking a Product Education Lead to own and evolve the education ecosystem that helps customers become confident users of our platform. Reporting to the Director of Customer Education, you will lead two Product Education Content Specialists while shaping help center, knowledge base, in-app guidance, multimedia learning, and academy experiences.

You will collaborate with Product, Technical Support, Customer Success, and Implementation to keep education aligned with releases, improve

Qualifications

• 5+ years of experience in customer education, enablement, technical writing, or knowledge management within a SaaS environment.
• Experience building customer-facing content in a Help Center or knowledge base and with in-app guidance tools such as Appcues, WalkMe, Pendo, or similar platforms.
• Owned structured knowledge-management systems or information architecture at scale and drove adoption of self-service resources across internal and external audiences.
• Excellent writer who can translate complex product functionality into clear, useful customer education.
• Works effectively across Product, Support, Customer Success, and Implementation and can create order around fast-moving product changes.
• Systems-oriented approach to problem-solving and experience with AI-enabled workflows.
• Ability to lead complex projects, set priorities, and delegate while staying close to execution.
• Experience mentoring, coaching, or informally leading others and interest in growing as a formal people manager.
• Organized, detail-oriented, and able to manage multiple content initiatives and deadlines.
• Curious about AI-enabled ways of working and turning experiments into repeatable practices.

Responsibilities

• Own the knowledge management ecosystem across the Help Center, knowledge base, in-app guidance, and related learning channels.
• Hands-on production and updating of clear, accurate self-service content in written, video, and in-app formats.
• Establish durable processes for content versioning, maintenance, and retirement as the product evolves.
• Partner with the Director of Customer Education to shape the Product Education roadmap and long-term vision.
• Define and execute a multimedia education strategy including production standards, tooling, video, and in-app learning.
• Identify opportunities where in-app learning outperforms static content; prioritize, launch, measure, and iterate.
• Collaborate with Technical Support to adapt Help Center content for an AI-driven support experience.
• Create a dependable operating rhythm with Product and Support for launch-ready customer education.
• Build strong cross-functional relationships to improve documentation quality, reach, and adoption.
• Equip customer-facing teams with education materials and platform knowledge resources.
• Use customer feedback, support trends, search behavior, and content-performance data to drive improvements.

Skills

Customer education

Enablement

Technical writing

Knowledge management

Tools

Appcues

WalkMe

Pendo

Job description

CreatorIQ is seeking a Product Education Lead to own and evolve the education ecosystem that helps customers become confident users of our platform. Reporting to the Director of Customer Education, you will lead two Product Education Content Specialists while shaping help center, knowledge base, in-app guidance, multimedia learning, and academy experiences.

You will collaborate with Product, Technical Support, Customer Success, and Implementation to keep education aligned with releases, improve