Customer Success and Documentation Specialist – Tech4Good
Location: Remote
Contract Type: Permanent
Salary: £30,000
- Shape how thousands of users interact with innovative technology
- Build comprehensive knowledge resources that directly improve customer success
- Work for a remote first company with genuine flexibility and 28 days annual leave
- Contribute to positive impact through tech4good platforms
- Develop expertise in a growing tech4good sector
Company Overview:
Our client is a well established organisation specialising in tech4good data collection, who are seeking a Customer Success and Documentation Specialist to join their team.
This organisation has spent over a decade building digital solutions that empower people to collect better tech4good data, by providing specialist platforms used by leading charities and organisations across the UK, and are committed to creating positive impact through accessible technology.
Position Overview:
You’ll become a trusted product expert for the organisation’s platform users, playing a key role in improving customer satisfaction, adoption and retention. Your responsibilities will span creating comprehensive documentation, delivering effective onboarding and training, and directly shaping how customers learn about and interact with the software. You’ll contribute directly to the platform’s growth by ensuring users can quickly realise value and succeed in their tech4good work.
Responsibilities:
- Build and maintain a comprehensive knowledge base and documentation library for platform users
- Deliver engaging onboarding and training that enables customers to adopt the platform quickly
- Support users through the entire customer journey, from initial setup to advanced feature adoption
- Identify gaps in product knowledge and create resources that address customer needs
- Gather customer feedback and contribute insights to improve the platform and user experience
- Become a product expert, understanding the platform’s features, capabilities and use cases deeply
- Work collaboratively with the wider team to shape how customers interact with the product
Essential requirements:
- Strong written and verbal communication skills with the ability to explain complex topics clearly
- Excellent attention to detail and organisational abilities
- Demonstrable interest in tech4good
- Genuine interest and aptitude in technology and software products
- Ability to learn new systems quickly and become a product expert independently
- Strong time management skills and ability to work effectively in a fully remote environment
- UK based and eligible to work in the United Kingdom
Benefits
- Company pension
- 28 days annual leave per year (including bank holidays), plus one additional day per year of employment, capped at five years
- Christmas to New Year closure (approximately four additional days)
- Fully remote working with flexible hours (core hours 10am–4pm)
- Professional and personal development tailored to your needs and interests
- Opportunities to attend industry events, conferences and expos
- Team days out focused on wellbeing and connection
- +more!
Alongside this generous benefits package, you’ll be immersed in a value driven, collaborative environment where your ideas are genuinely valued, transparency is prioritised, and you’ll work alongside a team united by their commitment to tech4good.
If this sounds like a role that you’d like to explore in more detail, we’d love to hear from you.
Hera recruits with diversity and inclusion at its core and continues to embrace, champion and recognise the incredible assets that come from working and collaborating with people from all walks of life.
We’re here to support you every step of the way, so if you require reasonable adjustments during the application or interview process, please don’t hesitate to reach out to us.
We’ll guide you through how we’re able to support you with your specific needs and will ensure a fair and accessible recruitment process for all candidates, without you having to disclose the details behind your disability or condition.
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