360Learning
360Learning is the learning platform that combines collaborative tools with the power of an LMS.
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Knowledge Base Manager

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We are building out a new vertical within our global Client Success group and seeking our first Knowledge Base Manager in the US. Your impact is to increase 360Learning’s user adoption by owning the Knowledge Base and ensuring client communication is consistent with our product roadmap and releases. 


Your role is crucial to our success as you are the liaison between our clients and our internal teams.

Within 1 month, you will:

  • Become a trello expert through our onboarding process
  • Understand our product offering through training
  • Master the basics of the platform and be able to answer related clients requests through Zendesk

Within 3 months, you will:

  • Manage the end-to-end documentation process for our feature launches: new articles and updated ones, release notes following the pace of product evolution (every 3 weeks) in order to increase clients’ self-service
  • Produce, but not limited to technical how-to articles, long-form guides, videos, newsletter to help our clients better understand the business and product elements that can be brought together to bring them success

Within 6 months, you will:

  • Coach our current Technical Writer
  • Work closely with other team members and show initiative in improving overall user assistance content and processes.
  • Own our online help center, “Knowledge Base” 
  • Be in charge of the monitoring of the activity, and responsible for TW team performance

Within 12 months, you will:

  • Own the Community questions 
  • Successfully drive product releases through new in-app processes

The Skills Set

  • 3+ years creating technical product documentation from scratch, as well as from specs in a high-growth, fast-paced startup environment
  • 1 -2 years of coaching a technical writing team and putting processes in place
  • You bring a client-first mindset to everything you do
  • You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar
  • You have a passion for learning and an ability to take complex information and turn it into engaging, easy-to-understand instructions.
  • You deeply enjoy helping customers achieve their business goals by creating content that makes an impact.
  • French-speaking is a bonus
  • Enthusiasm for our culture explained here
  • East Coast preferred
  • Enthusiasm about the idea of working in our Culture of Convexity

What We Offer

  • Compensation. We offer competitive salary + equity
  • Benefits. Comprehensive medical, vision and dental insurance. 401k matching after 6 months. Generous parental leave. 
  • Balance. We offer 20 days of annual PTO + 5 days for sick leave + holidays! We are remote-friendly and promote flexible work hours.
  • Culture. We are powered through our culture called Convexity (you will hear this a lot). We are strong-believers in documenting our process, sharing continuous feedback and having low authority. Click here to envision what's it like to join 360Learning from onboarding to ramp-up, and beyond.

Who We Are

360Learning empowers Learning and Development teams to drive culture and growth through Collaborative Learning. Our learning platform combines collaborative tools with the power of an LMS, enabling high-growth companies to unlock learning based on collective expertise instead of top-down knowledge. 360Learning is the easiest way to onboard new employees, train customer-facing teams, and develop professional skills–all from one place. 360Learning powers the future of work at 1,200 organizations, including Toyota, Criteo, and Airbus. Founded in 2012, 360Learning has raised $41 million with 180 team members across New York, Paris, and London. You can learn more in this blog post from our CEO. 


Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!

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What are 360Learning Perks + Benefits

360Learning Benefits Overview

➡️ Compensation: Pay structure includes base salary, variable incentive pay, and company equity 📈

➡️ Benefits/Perks: Comprehensive medical, vision, and dental insurance starting your first full month 🏥 401k matching starting from day 1 🏦 Generous parental leave 👶 Professional development opportunities through our own platform 📚

➡️ Balance: We offer unlimited days of annual PTO 🌴 5 days for sick leave 🤒 10 holidays 🗓 We are a remote-first organization and promote flexible work hours 🏠

➡️ Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝

➡️ Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍

➡️ Culture: A framework that will help you make an impact - envision what's it like to join 360Learning through our Onboarding Journey: https://360learning.com/blog/360learner-journey/ & Convexity Culture: https://bit.ly/Convexity_360L 🚀👩🏻‍💻🏆

Culture
OKR operational model
Team based strategic planning
Employee resource groups
Employee-led culture committees
In-person revenue kickoff
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Home-office stipend for remote employees
Professional Development Benefits
Lunch and learns
Promote from within
Customized development tracks
Personal development training
Virtual coaching services

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