Knowledge Base & Academy Lead

Who is Connecteam:

Connecteam is a TLV-based startup that’s on a mission to change the work experience for 80% of the world’s global workforce, focusing on the deskless employees.

Our business management platform helps thousands of businesses thrive by taking away the daily hustle and complexities of managing teams, so they can have the peace of mind to grow and run their business.

About The Role:

We’re looking for a Customer Education Team Lead to take ownership of our customer learning strategy, team performance, and operational excellence. In this role, you’ll lead and scale key education programs, including our AI educational experience, help center, customer community, video content our customer academy and in product education, webinars. You’ll be responsible for ensuring each of these channels delivers clear, actionable, and engaging learning experiences that drive user enablement and product adoption. You'll also manage a growing team, coordinate cross-functional initiatives, and continuously optimize content delivery using performance data and feedback.

Key Responsibilities:

• Lead the team: Manage onboarding, hiring, sprint planning, and professional growth across the customer education team

• Optimize AI and data use: Utilize AI and track data and self-service metrics to guide improvements in automation and education strategy

• Set the strategy: Define and align the team’s OKRs, project priorities, and content roadmap with company goals

• Oversee content quality: Review and approve Help Center articles, video scripts, academy videos, community posts, in-product messaging and more to ensure high clarity and tone

• Manage high-impact projects: Own large-scale education initiatives from planning through execution

• Drive operational excellence: Implement tools and workflows to improve the team’s efficiency and output

• Partner across teams: Collaborate with Product, Support, Customer Success and other teams to align content with key initiatives

Experience & Skills:

• 3+ years of experience designing and managing customer education programs in a SaaS environment - Must

• Help Centers, LMS Academies, and AI - priority

• Customer communities and webinars - Advantage

• At least 1 year in a leadership role involving hiring, coaching, and performance reviews - Must

• Proven track record of improving self-sufficiency and reducing ticket volume through education.

• Fluent English- Must

• Hebrew speaker - Advantage

Tools:

• Proficiency with help center tools (Zendesk, Intercom) - Must

• Use of AI tools to improve customer education - Must

• LMS Tools (i.e. Skilljar, Docebo) - Must

• Looker, Monday.com, video tools (Wistia, YouTube), webinar tools (Zoom webinars), communities - Advantage

Joining Connecteam Is The Smart Move:

• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.

• We make an impact on our customer’s business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.

• We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.

• We have fun! From weekly happy hours to holiday parties, we always enjoy each other’s company (and good food, of course). Connecteam is like one big, happy family!

• Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.

Together we will shape the future of work!

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