Customer Success and Documentation Specialist

Role overview

This is a permanent remote position focused on helping users get the most out of a specialist tech-for-good data collection platform. The role combines customer success, onboarding, training, and documentation work, with the goal of improving adoption, satisfaction, and retention.

The organisation has spent more than ten years developing digital tools that help charities and other organisations collect better data. By joining the team, you would help shape how thousands of users experience the product and support positive social impact through accessible technology.

What you'll do

• Create and keep up to date a detailed knowledge base and documentation set for platform users.
• Design and deliver onboarding and training that helps customers get started quickly and confidently.
• Support users across the full journey, from initial setup through to advanced use of the platform.
• Spot areas where guidance is missing and produce resources that close those gaps.
• Collect customer feedback and share practical insights that improve the product and user experience.
• Build deep product expertise across features, functionality, and real-world use cases.
• Work closely with colleagues to improve how customers learn about and interact with the software.

What the role requires

• Clear written and spoken communication, with the ability to simplify complex information.
• Strong precision and a well-organised working style.
• A genuine interest in tech for good and the wider sector.
• Real enthusiasm for technology and software products.
• The ability to learn new systems quickly and develop independent product knowledge.
• Good time management and the discipline to work effectively in a fully remote setup.
• UK-based candidates who already have the right to work in the United Kingdom.

Benefits and working style

• Company pension scheme.
• 28 days of annual leave each year, bank holidays included.
• An additional day of leave is added for each year of service, up to a maximum of five extra days.
• The office closes from Christmas through New Year, which usually adds around four more days off.
• Fully remote working with flexible hours, including core hours from 10:00am to 4:00pm.
• Development support tailored to your interests and growth needs.
• Opportunities to attend industry events, conferences, and expos.
• Team days out with a focus on wellbeing and connection.
• A collaborative, values-led environment where ideas are welcomed and transparency matters.

Equal opportunity and adjustments

The employer is committed to diversity and inclusion and aims to provide a fair and accessible recruitment process. If you need reasonable adjustments during the application or interview stages, support is available without needing to disclose the details of a disability or condition.