Clinical Care Partner offering support and case management for employees and their families. Role based in North Carolina with remote work after training.
About the role
- Customer Education Specialist designing and delivering high-quality learning experiences for Gorgias Partner Academy. Engaging with stakeholders and creating modular, scalable education content.
Responsibilities
- Design, build, and maintain structured, modular learning experiences that support different audiences and use cases.
- Apply strong instructional design principles to create thoughtful, outcome-driven learning.
- Contribute to multiple education surfaces, including academies, webinars, videos, and community content.
- Act as a key contributor and owner for the Partner Academy, ensuring it complements and extends the Customer Academy.
- Work closely with the Customer Education team to reuse and adapt existing content, maintain consistent standards, and ensure operational efficiency across programs.
- Build learning paths tailored to partner needs, while keeping content modular and reusable across audiences.
- Design content intentionally for AI retrieval and reuse, with clear structure, consistent terminology, and strong information architecture.
- Continuously refine content structure so learning can be surfaced effectively by AI systems, search, and future AI-powered learning experiences.
- Test product behaviors, validate edge cases, and confirm how features behave in practice before publishing educational content.
- Support webinars and live training sessions, including content design, facilitation, and iteration based on feedback.
- Balance clarity, accuracy, and speed in creating educational videos.
Requirements
- 3–5+ years of experience in customer education, enablement, instructional design, or a related role in B2B SaaS.
- Enjoy becoming a product power user and are comfortable spending time inside tools to understand how they work in practice.
- Experience testing workflows, validating behaviors, and exploring edge cases to ensure educational content is accurate and trustworthy.
- Naturally curious and analytical, with a strong instinct for asking the right questions and challenging assumptions.
- Ability to translate complex, technical product behavior into clear, structured learning experiences.
- Understand the e-commerce ecosystem or have experience supporting SaaS tools used by operational teams.
- Strong instructional design mindset, with a focus on modular, reusable, and scalable learning.
- Excited about designing education for an AI-first world, optimizing content for retrieval, reuse, and scale.
- Highly organized, comfortable working cross-functionally, and able to balance speed with accuracy in a fast-moving environment.
Benefits
- Our calculator maintains fairness and pay equity within the organization, and you can find more info on how we calculate salaries here.
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