Build the future with our visionaries.

Customer Education Manager →



Customer Service
Posted on Thursday, August 31, 2023

Customer Education Manager (Remote)

SmartPass is hiring! We’re developing next-generation educational technology — starting with a digital hall pass serving 1,000+ K-12 schools in 6 countries and 2+ million educators & students today.

Who we are

SmartPass helps K-12 staff coordinate student movement throughout the school day. Rotating classes, pull-out interventions, and counseling sessions are just a few examples of managing traffic and teacher capacity. SmartPass unlocks communication across classrooms and increases safety to ensure everyone can focus on learning instead of logistics.
Today, SmartPass serves over 2 million students in 1,000+ schools in 6 countries to maximize instructional time and improve student outcomes. SmartPass is on-track to be one of the fastest-growing startups in K-12. And we’re just getting started.
We’re backed by the leading investors in K-12 Edtech, including Reach Capital, Edovate Capital, Precursor Ventures, the founder of SchoolMint, and more. Currently, the team is 41 people.

Role overview

As our first Customer Education Manager, you’ll be responsible for all customer instructional content, all in-product copy, and other customer documentation. This role is a hybrid of a Technical Writer and UX Writer.
You’ll work closely with our engineering, product, design, and customer success teams to make SmartPass easy-to-use and empower users to find solutions themselves, driving down support cases and making customers love us.
What you’ll do:
Revamp our Help Center from the ground-up. Our articles are stale and we don’t have a unified voice — we need you to define it.
Write and maintain content as we build new features.
Record and edit support videos to add to our Help Center.
UI Text & In-Product Help: Examine the user journey, user flow, and suggest ways to help users from the beginning with copy inside a product.
Proactively investigate users’ needs so you can update existing content, coordinating directly with CSMs and support.
Visiting a few schools in your area that use SmartPass — get deeply embedded for the product and the reasons why schools use it.
We’re looking for folks with:
4+ years of industry technical documentation writing & UX writing experience at a fast-growing startup.
Impeccable English writing skills, including correct grammar, syntax, punctuation, and spelling.
Ability to consistently transform complex technical concepts into clear, simple instructions.
Wicked prioritization skills (ex. looking at search queries, connecting with cross-functional leaders, etc.)
Ability to record and edit support videos to add to our Help Center
A portfolio with writing samples.
Preferred: Experience in K-12.

Why you might be excited about us

We’re building software that reduces admin and teacher burden, making schools a better learning environment. If you’re into education and love helping principals and teachers, you will love helping our customers make SmartPass easier to use.
We’re small, so you’ll have big responsibilities and lay the groundwork as we start scaling.
Get in at the ground-level of a fast-growing startup. Funded by one of the leading EdTech VC firms, we are well supported for who we want to be.
Our team has a wide range of experiences (folks from Microsoft, Salesforce, GoGuardian, Nielsen, previous startups, and K-12 administrators/teachers).
Our culture is simple: we work hard, we’re lifelong learners, and we’re fun. For example, at every monthly all-hands, we start with a “memes of the month” and then dive deep into the work someone is doing.
We'll mold your role to shape a career you're excited about. We care a ton about your satisfaction and job happiness, and will help prep you for whatever you're looking for in the future.
Our solution meets a need that all Principals have. It allows us to solve some of the operational concerns schools have so they can focus on the most important piece… educating our children.

Why you might not be excited about us

We’re small (~40 people in the company right now), so if you like more established companies, it’s not (yet) the right time. You’ll help build our company’s culture.
Since we’re an early stage startup, projects and priorities may shift. We’ll expect you to bring your own experience and give input to shift these priorities, too.
Our customers love usand there's a lot we can improve. It's a great place to be, but means there's some jank. (Nothing too scary! 😃).
We can’t (yet) provide close mentorship for content writers — but we want to get better at this. We have a #learning Slack channel and encourage as many coffee chats as possible.

Go Deeper

Check out benefits & perks, like the $750 WFH stipend, 100% healthcare coverage, buy any book policy, and more.
Check out our support site to watch some videos and see how SmartPass works!