Job details
Community Manager - Job Summary
The role involves creating, managing, and optimizing client-facing content within Zendesk to empower users to effectively use the SaaS platform, combining writing, technical skills, and data analysis.
Key Responsibilities
- Write and publish 24 Zendesk knowledge base articles per month
- Maintain and update content for product changes and enhancements
- Format and structure content using basic HTML
- Create clear release notes and implementation guides
- Optimize support responses with helpful content links
- Promote awareness and usage of knowledge resources internally and externally
- Monitor content performance weekly and deliver monthly reports with insights
- Identify gaps, outdated content, and underperforming assets
- Implement data-driven improvements to increase engagement and usability
- Manage end-to-end webinar publishing including uploads, captions, and distribution
- Create training videos including storyboarding, scripting, recording, and editing
- Maintain an organized, up-to-date video content library
- Collaborate with Product, Support, and Client teams to identify content needs
- Ensure consistency in tone, branding, and messaging
- Support onboarding and client education initiatives
- Document internal processes and workflows
- Stay current on content marketing and knowledge management best practices
Requirements
- Experience creating clear, client-facing technical or product content
- Familiarity with Zendesk or similar knowledge base platforms
- Basic HTML skills for formatting and structuring content
- Strong organizational and project management abilities
- Experience with video tools, webinar platforms, or screen recording software
- Ability to analyze performance data and turn insights into action
- Excellent written and verbal communication skills
- High attention to detail and focus on usability
- Nice to have: experience with Vidyard, Scribe, or similar tools
- Nice to have: background in SaaS, technology, or client education
- Nice to have: video editing experience
Additional information about the company collected by GoodWord
About FINBOA Inc
siteFINBOA values clarity, collaboration, and continuous improvement, focusing on enhancing client learning and success to improve product adoption and customer experience.
What Our Employees Say
- FINBOA has a strong focus on helping financial institutions automate and streamline back-office processes, offering employees a chance to work on impactful, innovative solutions. (finboa.com)
- The company boasts a collaborative and growing work environment, attracting talented professionals interested in fintech advancements. (www.glassdoor.com)
- FINBOA has received recognition in the industry, including being listed among the Inc. 5000 fastest-growing companies, highlighting its positive growth trajectory. (finboa.com)
Challenges You Might Face
- As a smaller and fast-growing company, resources may be stretched thin, leading to potential heavier workloads for some employees. (www.glassdoor.com)
- Limited information on comprehensive benefits or long-term career advancement compared to larger, more established firms. (www.indeed.com)
- Because FINBOA operates in a niche segment of financial technology, some roles may have limited exposure to broader financial services industry trends. (finboa.com)