Sr. Manager, Knowledge Management & Training

REPAY Management Services; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

REPAY, a leading fintech company based in Atlanta, is seeking a Senior Knowledge Management and Training lead to define and own the strategy for knowledge management and training across our multi-product platform. You will audit current resources, create scalable documentation, and develop a range of learning formats while partnering with Product and Marketing to stay ahead of releases.

You will design customer-facing and internal training content, implement governance, and deliver programs that

Qualifications

• 6+ years in knowledge management, learning and development, technical writing, or training with ownership of the function

Responsibilities

• Define knowledge management and training strategy with the Director of Customer Support
• Audit existing knowledge base and training materials; deliver scalable plan
• Build content/training formats: micro-learnings, playbooks, webinars
• Design and deliver internal product training to keep teams current
• Partner with Product and Marketing to align docs with releases
• Establish governance for content taxonomy and ownership
• Report progress and program health to leadership

Skills

Knowledge management

Technical writing

Learning & development

Cross-functional collaboration

Training design

AI-powered support tooling

LMS platforms

Job description

ABOUT REPAY

REPAY ("Realtime Electronic Payments" / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

ABOUT THE ROLE

Customer Support at REPAY is investing in building out our knowledge and training function, and we're looking for the person to lead that build. This is a ground-floor opportunity to create the strategy for customer-facing documentation, a self-service model, and internal training that scales alongside our growing multi-product platform. You'll have real ownership over what this function becomes, from how customers find answers on their own to how our internal teams stay current as we ship new features. This role is for someone who thrives on creating strategy and then rolling up their sleeves to implement it. You will define the knowledge and training strategy alongside the Director of Customer Support, then build and run it yourself, auditing what exists today, designing what it should become, and doing the writing, structuring, and training delivery that brings it to life. You'll spend your first 30 days getting to know our current knowledge base and training approach, and come out with a plan to make our documentation scalable, searchable, and easy to use. From there, you'll build out a content and training strategy that serves both our internal teams and our customers, partnering closely with Product and Marketing to make sure documentation and training stay ahead of releases.

RESPONSIBILITIES

• Strategy & Ownership Partner with the Director of Customer Support to define REPAY's knowledge management and training strategy, then own its execution Audit our existing knowledge base, training materials, and current tools in your first 30 days, and deliver a plan to make content scalable, searchable, and easy to consume Build a project tracker that gives visibility into training and content requests, in-progress work, and completion, and establish a clear intake process for other departments to request training or documentation Own the knowledge base governance model: how content is categorized and organized (taxonomy), who owns which content, how often it gets reviewed, and how outdated content gets retired
• Content & Technical Writing Personally write and maintain structured, clear documentation for our front-line support team, cross-functional partners, and customers Build out a range of learning formats, such as micro-learnings, playbooks, live Q&A sessions, and webinars, and know how to match the right format to the right content and audience Establish writing standards and guidelines so articles are consistent in structure, tone, and quality regardless of who writes them Design and build our first customer-facing self-service documentation, with the goal of helping customers find answers on their own and reducing unnecessary ticket volume
• Training & Enablement Design and deliver internal product training that keeps our support organization current as REPAY's multi-product platform evolves Design and deliver customer-facing training and enablement content Identify release cycles and milestones in partnership with Product and Marketing, and build documentation and training timelines that keep pace with what's shipping rather than trailing behind it
• Cross-Functional Partnership Work closely with Product and Marketing to stay ahead of releases and ensure new features are documented and trained on before or as they launch Build relationships across departments so that requests for training or documentation have a clear, predictable path from request to delivery Report on progress, milestones, and program health to the Director of Customer Support on a regular cadence

WHAT YOU’LL NEED

• Required 6+ years of experience in knowledge management, learning and development, technical writing, or training, with real ownership of the function rather than a supporting role
• Demonstrated experience building or overhauling a knowledge base, including how to structure it so it's organized, searchable, and easy to navigate
• Experience designing training and learning programs across multiple formats and learning styles: micro-learning, webinars, live Q&A, and scalable playbooks, and knowing when to use each
• Experience building both internal training and customer-facing education or documentation
• Strong technical writing skills, with the ability to turn complex product information into clear, usable content
• Technical aptitude and the ability to quickly learn a complex, multi-product platform well enough to teach and train others on it
• Experience partnering cross-functionally with Product and/or Marketing to align documentation and training with release cycles
• A track record of building something from scratch in an environment without established process, and a bias toward shipping over perfecting
• Prior experience at a SaaS company, ideally one that also built out this role's function without a pre-existing template to follow
• Preferred Experience in FinTech, payments processing, or another financial services environment
• Familiarity with payment processing concepts such as payment acceptance, vendor payment automation, clearing and settlement, or instant funding
• Experience with AI-powered support tooling, or structuring content in a way that supports AI-assisted search and response
• Experience with LMS platforms
• Background in instructional design or formal QA methodology for content accuracy

SKILLS & TRAITS

• Scrappy and self-directed, with a genuine sense of urgency and comfort operating without a lot of existing structure
• A builder and a doer, not just a strategist. You should be as comfortable writing the article or running the training session yourself as you are designing the strategy behind it
• Curious by nature, with the drive to stay current on best practices in learning and development and knowledge management
• Excellent written communicator, able to explain complex product concepts simply
• Highly organized, able to manage multiple concurrent requests and timelines without dropping the ball
• A cross-functional relationship builder who can get buy-in and cooperation from other departments without formal authority over them

WHY JOIN REPAY.… BECAUSE CULTURE IS EVERYTHING

GROWTH & PEOPLE-CENTERED LEADERSHIP

As the industry-leading financial technology provider in the Consumer Finance and Business to Business spaces, we continue to set the standard for application development and delivery. In 2019, REPAY became a public company listed on the Nasdaq Stock Market (RPAY). For the past three consecutive years, we have placed on the ACG® Atlanta Georgia Fast 40, a list recognizing the top 40 fastest-growing middle-market companies in Georgia. REPAY’s leadership empowers each team member to make a difference and stretch to their fullest potential. Our dedication to frequent, transparent communication is shown with companywide meetings where our leaders share company vision and encourage employees to ask questions.

FUN WORK ENVIRONMENT & GREAT TEAMS

We offer it all: business to casual dress, great snacks & beverages, and open-air collaborative team settings. REPAY has been certified as a Great Place to Work® company for 2017, 2018, 2019, 2020, 2021, and 2022. The REPAY team is fun, smart, collaborative, and truly enjoys working together. Making a difference in our local communities – we support several philanthropic initiatives every year to give back to our local communities. We are self-driven, motivated professionals who do not require micro-management to ensure we produce high quality and timely work.

INNOVATION & EDUCATION

We create highly sophisticated payment processing applications and are always pushing the boundaries of what is possible. We are constantly revolutionizing the industry by building on new ideas from clients and employees. We provide the resources necessary to ensure new innovations can develop quickly and with quality. We encourage continuing education, including professional conferences and events.

PUTTING OUR PEOPLE FIRST

We believe our people are the best, and we care immensely about their success. We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work-life balance resources. All benefits go into effect day one. Our employees’ futures are important to us, which is why we have a 401(k)-employer match and an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program. This bonus award reflects excellent performance of individual contributions and goals achieved during the past year.

REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity. REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law. Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible. We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.

REPAY ("Realtime Electronic Payments" / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.