We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.
About The Team:
Our Customer Success team guides, empowers, and propels the success of our brave entrepreneurs as they pursue their dreams. Together we forge emotional connections, inspire confidence, champion their experience, and remind them that they aren't alone. At many companies, customer support is purely about doing damage control when things go wrong; we’re on a mission to transform our customer support experience into something truly special - something that makes entrepreneurs want to choose Wave and something that our customers go out of their way to tell people about. We’re looking for empathetic, hard-working, and solutions-oriented people to join us on our mission!
About The Role:
As the Manager, Knowledge & Content on Wave’s Customer Success team, you will lead a diverse team responsible for developing, executing, and optimizing customer and agent knowledge management and training programs. You will ensure that customers and internal team members can access the resources they need to deliver on Wave’s mission to help micro-business owners thrive.
Reporting to the Senior Manager, CS Enablement, this key leadership role on the Customer Success team will help scale our knowledge base, enhance agent performance, and continuously improve and innovate the customer self-service experience through content development in our chatbot, Mave, driving consistency through our content approach.
Here's how you'll make an impact:
- Team Leadership & Development: Lead, mentor, and develop your team to foster a collaborative and high-performance culture. Set team objectives, provide regular performance feedback, and ensure team members meet individual and group goals.
- Knowledge Management: Supervise the development, maintenance, and ongoing enhancement of tools (Guru, Help Center, Chatbot content) to ensure they are accurate, user-friendly, and efficient in reducing customer inquiries. Lead the agent knowledge strategy to ensure the content aligns with company objectives, product updates, and customer needs. Analyze content usage data and feedback to identify gaps and optimize the Help Center, implementing best practices for knowledge management to ensure scalability and efficiency.
- Training Program Management: Design and conduct both spontaneous and ongoing training programs for customer support agents, making sure that the training materials are relevant, interesting, and current. Work with internal customer support stakeholders to create training materials that assist with new product launches, process updates, and changes in tools and systems. Establish and maintain feedback mechanisms to assess training effectiveness and enhance the team's overall performance and the quality of service delivered.
- Collaboration & Cross-Functional Coordination: Collaborate closely with Product Managers, Product Content, Product Compliance, Marketing, and other cross-functional teams to ensure the knowledge base content and new release training materials align with product changes, customer needs, and business objectives. Foster strong partnerships with the Customer Support, and Product teams to prioritize content development and enhance agent and customer experiences.
- Content & Training Strategy: Create and implement a strategic plan for both knowledge and training functions that supports overall customer experience goals and contributes to customer success. Use data and insights to continually improve the content strategy, to increase self-service usage, and enhance resolution times. Introduce new ideas and enhance processes for creating content, delivering training, and sharing knowledge to ensure they can scale as the business expands.
- Reporting & Analytics: Establish, measure, and monitor key performance indicators (KPIs) and metrics for knowledge base usage, training effectiveness, and team performance. Ensure regular reporting to leadership. Use data and customer feedback to evaluate the impact of knowledge content and training programs, and make continuous data-driven improvements aligned with business goals.
You'll thrive here if you have:
- 5+ years of experience in knowledge management, training, or content development, preferably within a customer support or CX environment.
- 3+ years of experience in managing knowledge or training professionals.
- Strong understanding of knowledge management systems (e.g., Zendesk, Guru, Lessonly/Seismic or similar preferred).
- Excellent written and verbal communication skills, with an ability to coach and mentor the team in developing clear, concise, and engaging content.
- Proven ability to develop training materials and lead training programs for internal teams with diverse learning styles.
- Experience in creating scalable processes and implementing best practices for knowledge management and training.
- Strong leadership skills with experience in managing and developing teams.
- Data-driven mindset with experience in using metrics and analytics to drive content improvements and measure training effectiveness.
At Wave, you’re treated like the incredible human being you are.
Work From Where You Work Best:
We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours.
We Care About Future You:
You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.
We Support the Full You:
We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously.
We Take Care of the Fundamentals:
Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!
We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are. Contributing to an inclusive culture is a part of all of our job descriptions.
We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women.
Are you ready to be a Waver? Join us!
