Job Description
Note: The job is a remote job and is open to candidates in USA. Wagepoint is a remote company that specializes in payroll solutions for small businesses across North America. They are seeking a Bilingual Enablement Specialist who will create engaging content and resources to empower customers and support teams in using Wagepoint's payroll platform effectively.
Responsibilities
- Create and maintain clear, engaging knowledge base articles that help customers successfully navigate Wagepoint’s payroll platform
- Continuously review, revise, and optimize content to improve self-serve support and ensure documentation reflects the latest product updates
- Develop and refine content for AI-powered support tools, including FAQs, knowledge snippets, and training data that improve AI accuracy and the customer experience
- Build and maintain Customer Support enablement resources such as job aids, macros, process documentation, and internal policies
- Collaborate with the Enablement team and subject matter experts to develop training materials and ensure support agents have the resources they need to succeed
- Partner with Product, Customer Support, and Marketing teams to keep knowledge content aligned with product updates and messaging
- Support the creation of multimedia enablement content (videos, GIFs, screenshots, and tutorials) that help customers and agents better understand our products
- Use data and feedback to continuously improve documentation, knowledge base performance, and customer self-serve experiences
Skills
- Fluent in French and English
- Experience working in Customer Support, Customer Success, or Enablement, ideally in a SaaS environment
- Exceptional writing and documentation skills, with the ability to translate complex topics into simple, helpful content
- Experience creating or maintaining technical documents, such as knowledge base articles, help center documentation, or training materials
- Strong collaboration skills and comfort working with cross-functional teams and subject matter experts
- A customer-first mindset and a passion for creating content that genuinely helps people
- Strong attention to detail and the ability to manage multiple content projects simultaneously
- You have experience working with payroll systems or payroll-related workflows
- You've worked with knowledge base platforms, documentation tools, or learning management systems (LMS)
- You have experience creating technical documentation or SaaS product content
- You're comfortable creating multimedia resources such as product walkthrough videos, GIFs, or interactive tutorials
- You enjoy experimenting with new tools, formats, or AI-powered knowledge solutions to improve customer support
Benefits
- Opportunities for professional development and career advancement
- Remote: The ability to work from home, forever!
Company Overview
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