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Salary: CAD 70,000 - 100,000 / annual
Bridgit is seeking a Customer Education Manager to bridge customers and product, enabling them to maximize value through responsive support, proactive enablement, and scalable digital education. This role sits at the intersection of customer adoption, product knowledge, and content creation, central to building a self-serve, high-impact customer experience.
You will own three interconnected pillars:
**Enablement Content & Knowledge Management:** Develop customer-facing enablement content including help articles, video walkthroughs, and learning assets. Build and maintain an enablement roadmap that maps customer success needs and reduces reliance on live support. Own and expand the knowledge base, ensuring documentation is accurate, up-to-date, and aligned with product releases. Coordinate cross-functionally on releases to inform customers of requested features and close feedback loops. Partner with Marketing on customer communications and campaigns that educate and re-engage the customer base.
**Customer Support:** Manage the support queue via Pylon, triaging and responding to customer inquiries promptly. Troubleshoot and reproduce issues, performing initial investigation before escalating to development. Quarterback issue resolution by coordinating with engineering and communicating updates to customers. Participate in customer calls to provide product expertise, answer optimization questions, and work through challenges in real time. Identify re-engagement opportunities for accounts needing re-onboarding or workflow reconfiguration. Analyze support tickets to uncover themes and inform content strategy.
**Systems, Digital Touch & Implementation Tooling:** Own Userflow as primary administrator, configuring and optimizing digital onboarding flows. Manage Beamer to publish in-app release notifications with targeted messaging. Develop account-level re-engagement strategies using digital tools. Act as systems quarterback for the Implementation team's internal tooling, ensuring workflows and processes scale.
You are a customer-obsessed problem solver who genuinely enjoys helping people and doesn't stop until issues are resolved. You communicate clearly and confidently on customer calls and in written/async formats. You are self-directed, organized, and can manage a busy support queue, active content roadmap, and cross-functional coordination. You are tech-savvy and systems-minded, picking up new tools quickly and thinking in terms of workflows and scalability. You develop deep product knowledge and stay current on releases. You collaborate fluidly across Product, Engineering, Implementation, and Marketing. You have a builder mentality, motivated by creating content libraries, digital onboarding programs, and better support processes.
**Requirements:**
- Minimum 3+ years of experience in education-related roles such as Customer Education, Training & Enablement, Learning & Development, teaching, or adjacent customer-facing roles (Implementation, Account Manager, Customer Success)
- Familiarity with basic technical troubleshooting and language including APIs, login architecture, and network error review
- Strong project management skills
- Experience collaborating with subject matter experts (SMEs) for content ideation and review
- Strong ability to communicate technical concepts in accessible and concise language
- Acute attention to detail regarding grammar, aesthetics, and consistency
**Nice to Have:**
- Familiarity with the Construction Industry
- Previous experience building out a customer education hub
