Learning Experience Specialist, Member Support

  • Credit Karma
  • San Francisco, CA, USA
  • Jul 03, 2018
Full time Content Marketing Marketing

Job Description

As Learning Experience Specialist, you get to support the design and delivery of a beautiful member experience through engaging our members and member support specialists and agents in effective and creative content. You will create and update our internal learning materials and delivery systems, our internal knowledge base and our member-facing support content on Credit Karma’s help centers. You will report to the Content & Training Manager, and help manage the learning experience for Credit Karma’s 80 million members and Member Support team. You will effectively communicate the Credit Karma brand personality through support content, communications in all support channels and agent-facing learning materials. The Learning Experience Specialist helps to manage the smooth and effective flow of product and process information and changes to the members and Member Support team, through engaging materials, content and facilitation. You work in partnership with stakeholders, both across and external to the organization, to deliver a beautiful member experience.

Your Profile:

  • Highly detail-oriented and intensely focused on creating and updating high quality customer-facing content and producing technically accurate final copy using brand voice
  • Experienced at sourcing, editing and publishing digital content
  • Highly detail-oriented and intensely focused on elevating the quality of training and ensuring consistency
  • Experienced at developing professional and accessible content for many channels
  • Focuses on making complex processes seem simple and retention and application of learner knowledge
  • 1-2 years of experience creating content related to credit, financial tools and products and US Federal and State income tax

What You’ll Do:

  • Create and deliver effective and engaging content to both our external customer, Credit Karma members, and our internal customer, Credit Karma Member Support Specialists and Agents
  • Work with the Training & Content Manager to determine priorities and workflow to reach goals across the entire support team
  • Consult with stakeholders to ensure all learning experience content and delivery is up to date with each product and process change
  • Produce digital content that moves readers to explore related content, take action, and interact with relevant products and services and helps to drive traffic
  • Produce interactive and self-paced e-learnings as well as relevant assessments and knowledge checks to ensure the participant’s learning and retention
  • Master communicating in the Credit Karma brand voice and ensure all Member Support content is in sync
  • Manage the flow of content through compliance teams like Legal, Trust and Safety, etc. and publish to appropriate platform
  • Work with relevant stakeholders to create both member-focused and internal support agent-focused support content for new and existing products
  • Drive contact rate reduction through continuous improvements for self-service capabilities
  • Other content creation, implementation and facilitation projects within Member Support, as needed
  • Up to 15% travel required

Our Ideal Candidate:

  • 1-2 years of experience in training content creation, copywriting, editing, facilitation, or similar
  • Experience with financial products, tools or institutions, and US Federal and State income tax
  • An empathetic understanding of the needs of everyday Americans as it relates to their financial goals and economic security
  • An excellent grasp of English grammar that’s balanced by an even stronger grasp of how people actually talk
  • Proficient in Google Suite, e-learning technologies, learning management systems and customer relationship management systems
  • Excellent communication skills both written and verbal
  • Thrives in a rapidly evolving work environment
  • Must work well within a team
  • Experience with customer support help centers or community forums
  • Familiar with Atlassian products, including JIRA and Confluence