Product Education Specialist
As our Product Education Specialist, you will be the single-threaded owner of all customer-facing learning content for the Software as a Service business at Field. You’ll design, produce, and maintain in‑app walkthroughs, video tutorials, trainer‑of‑trainers curricula, and written playbooks that help end‑users adopt new features quickly and use the product correctly. This is a high‑impact individual‑contributor role reporting to the Head of Product, with tight collaboration across Support, Program Management, Customer Success, and Sales.
Responsibilities
Trainer‑of‑Trainers
- Program Map user personas and key “day‑in‑the‑life” workflows.
- Build slide decks, facilitator guides, and hands‑on exercises.
- Host virtual sessions to certify client‑side trainers.
In‑App Guidance
- Select and implement an in‑app guidance platform.
- Create, test, and iterate interactive walkthroughs and tooltips for new and existing features.
- Maintain in-app guides and tutorial content for new releases and changes to make sure users succeed in product adoption.
Video & Written Content
- Script, record, and edit short video demos and micro‑learning modules.
- Publish concise “how‑to” articles, release‑note explainers, and FAQs in our help center.
Content Governance
- Establish a single source of truth and version‑control process so every product change triggers the right content updates.
- Maintain a release‑readiness checklist for education assets.
Feedback & Continuous Improvement
- Design and track metrics such as time‑to‑onboard, feature‑adoption curves, and “how‑to” support tickets.
- Shadow occasional customer trainings and analyze feedback to close content gaps.
Cross‑Functional Enablement
- Brief internal Support, Sales, and Customer Success on new training assets and best‑practice usage.
- Provide product‑usage insights from trainings back to Product Management and UX.
Success Metrics (First 12 Months)
- Reduction in support tickets tagged “how‑to / improper usage.”
- Faster median onboarding time for new enterprise cohorts.
- Increase adoption of targeted new features within 30 days of release.
- Improve success of trainee assessment tests during and post training.
Required Qualifications
- 3+ years in support or technical training.
- Proven ability to create clear, easy-to-understand explanations of digital tools
- Excellent written and spoken English.
- Comfortable working cross‑functionally in a fast‑moving, release‑driven environment.
Nice‑to‑Haves
- Hands‑on experience with at least one in‑app guidance tool or e‑learning / video‑authoring suite.
- Data‑driven mindset—comfortable defining KPIs, analyzing usage analytics, and iterating content accordingly.
- Ability to localize or coordinate translation for future multilingual expansion.
Logistics
- Employment type: Full‑time, individual contributor
- Location: Remote‑first
- Travel: ≤ 10 % (occasional customer‑site observations or workshops)
- Reporting line: Head of Product (matrix collaboration with Support & Program Management)
- Growth path: Opportunity to build and lead the Customer Education Experience.
If this sounds like a place you’d like to come to work, we humbly suggest we could do some great things together. Please get in touch with a CV or portfolio.
To learn more about Field, visit their website
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