Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Your impact

As a Customer Education Specialist, you will play a crucial role in developing and delivering high-quality content to Handshake's employer partners. Your goal is to ensure their success by empowering them to effectively use the platform. This position can be remote or based in San Francisco or New York.

You'll collaborate closely with teams across the organization, including customer success, marketing, sales, and support, to deliver exceptional customer experiences. Your work will involve creating engaging live and digital training materials that drive self-service learning and contribute to our business growth.

You'll have the autonomy to take initiative and develop innovative solutions that provide the best possible learning opportunities for our employer partners.

Your role

Content Creation & Product Knowledge

• Develop engaging content (videos, checklists, tutorials, office hours) that aligns with our brand and helps customers optimize their use of Handshake via Pathfinders.

• Create content in response to common customer questions, concerns, and objections to provide a self-service learning experience.

• Design, develop, and edit videos for customer access and use.

• Enhance and expand our course offerings in the Learning Management System (Skilljar) to cater to customers with varying technical skills.

• Identify, diagnose, and resolve customer issues related to data health, recruitment goals, and feature usage through course offerings.

• Gain a deep understanding of the early talent recruiting space (operations, structure, workflows, and metrics) to inform content development.

• Contribute to brainstorming and developing new areas for our education program.

Training Development & Execution

• Identify training needs by analyzing the platform, collaborating with product teams, and gaining a deep understanding of customer requirements.

• Leverage data analysis (support ticket submissions, customer usage) to prioritize content creation.

• Build strong relationships with key partners to conduct focus groups and gather additional insights for content development.

• Adapt and update content/course offerings to meet evolving customer and product needs.

• Deliver engaging and dynamic training sessions to a diverse audience, including operators, directors, and groups of varying sizes.

• Translate complex technical information into clear and understandable language or step-by-step guidelines.

Partner & Training Performance Analysis Success

• Develop strategic plans and guidelines to measure customer education outcomes and ROI.

• Ensure successful training implementation for new employer partners, working closely with Customer Success Managers and Implementation Managers, and track course usage and completion.

• Conduct gap analyses to identify opportunities for improving product adoption rates.

• Track training impact on product adoption, customer health, and course engagement through in-depth data analysis.

• Analyze feedback to identify customer needs and make informed decisions on course updates.

• Contextualize and interpret data considering factors like industry trends, higher education landscape, historical relationships, and product features to provide actionable recommendations through training.

Cross Functional Work

• Collaborate closely with the EDU Customer Education counterpart to ensure new training courses are aligned across EMP and EDU.

• Lead training program development from initial concept to final delivery, involving cross-functional teams and creating engaging materials (slide decks, worksheets, videos, activity guides).

• Collaborate with Product, Marketing, Sales, Success, and Support to enhance customer value and share insights from training engagements to support other teams (webinars, promotional assets, content).

• Deliver tailored presentations to key stakeholders across the business to share customer education insights (ex. completion rates, ticket reduction, session hours dedicated to training, etc).

Your experience