About TSOLife
TSOLife is an AI-powered resident insight and experience platform providing automated data collection, business intelligence, and actionable insights for the senior living industry. We leverage cutting-edge technology to allow businesses to make data-informed decisions and truly personalize the resident experience.
Customer Success Team
The Customer Success Department manages and facilitates customer onboarding and maintains exceptional customer engagement. The TSOLife Customer Success Department prides itself on providing a white-glove brand experience through individualized services to senior living corporations and communities.
The Role
The Customer Knowledge Manager is responsible for developing and maintaining customer-facing educational content that supports product adoption, onboarding, and ongoing user success. This role ensures our help center, tutorials, guides, and training materials are clear, consistent, and aligned with product updates and company messaging. The position works cross-functionally with Product, Customer Success, and Marketing to maintain a scalable knowledge base and support both customer-facing and internal enablement initiatives.
Position Type
Fulltime, Salary
Location
Remote
Reports to:
Vice President of Operations
What You'll Do
Build and Own the Knowledge Base
- Develop and maintain self-service knowledge resources, including help center articles, FAQs, product guides, onboarding materials, and in-app tutorials.
- Keep the knowledge base organized, easily searchable, and continuously updated with the latest product changes, revising or retiring outdated content.
- Establish the content structure, templates, and review cadence that keep resources accurate and consistent as the platform grows.
Make Complex Products Simple
- Translate complex product features and technical information into clear, user-friendly educational content for users with a wide range of technical comfort, from community staff to corporate executives.
- Maintain consistency in tone, terminology, and visual style across all customer-facing resources, aligned with product updates and company messaging.
Support Launches and Adoption
- Partner with Product, Marketing, and Customer Success to support new product launches with instructional content and walkthroughs, delivered in step with each release.
- Equip the Customer Success team with resources they can share with customers at each stage of onboarding and adoption.
Turn Customer Signals into Content
- Stay informed about customer support trends and feedback to proactively address emerging knowledge gaps.
- Use help center analytics, search behavior, and support ticket themes to measure content effectiveness and prioritize improvements.
Scale Customer Education
- Identify opportunities for improved content delivery formats, such as video and interactive walkthroughs, and bring the most effective ones to life.
- Contribute to internal documentation and team training materials that enable smooth communication across departments.
- Take on additional responsibilities as they arise in support of department and company-wide initiatives.
What You'll Bring
Customer Education Experience
- 2–4 years of experience in content creation, instructional design, customer education, or knowledge management, preferably in a SaaS or B2B environment.
Exceptional Writing and Editing
- The ability to explain processes and tools clearly and simply, with a sharp editorial eye for consistency in tone, terminology, and style.
Product Comprehension
- Demonstrated ability to learn technical products deeply and communicate their value to non-technical users, anticipating the questions a first-time user will have.
Cross-Functional Collaboration
- Comfort working alongside Product, Customer Success, and Marketing to gather accurate information from subject matter experts and turn it into polished resources.
- An adaptable, collaborative approach that thrives in a fast-paced environment.
Organization and Execution
- Strong organizational and project management skills, with the ability to prioritize work independently and meet deadlines.
- High attention to detail and a proactive approach to process improvement.
Customer and Service Orientation
- A strong customer orientation and service mindset, writing every resource with the end user's day-to-day work in mind.
Tools and Technical Fluency
- Comfortable using or learning tools like Zendesk, Notion, Loom, or an LMS platform.
- High comfort with modern technology tools, including messaging, video conferencing, workflow, and database platforms
Values Alignment
- A genuine fit with TSOLife's values: Integrity, Learning, Resilience, Compassion, Self-Awareness, and Collaboration.
Why You'll Love It Here
- Make a Difference: Your work measurably improves quality of life for 230,000+ senior living residents.
- Passionate Team: Work with a great, mission-driven team with shared, unwavering purpose and drive.
- Competitive Compensation & Benefits: We offer remote work, competitive pay, unlimited PTO, Stock Options/Equity, and medical/dental/vision benefits.
- Career Growth: We invest in your professional development to help you grow with the company.
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
