CX Enablement Specialist
About Us
Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.
Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits
We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.
The ideal candidate for Virtuous embodies our values by:
Asking questions with a spirit of curiosity
Giving feedback freely with candor & grace, welcoming it in return
Displaying a passion for philanthropy and technology
Serving with joy. Everyone is willing to make the coffee!
Celebrating the wins & milestones of others
Assuming good intent & demonstrating trust in others
Pursuing relationships with people different from themselves & creates space to be human
Find our core values & more here.
Position Summary
The CX Enablement Specialist will support the development and administration of new employee onboarding and ongoing enrichment activities. In addition, this role will create and maintain internal process documentation and training materials for members of the CX department. This includes developing role-based resources for standard practices, documenting and distributing key talking points for product features or processes, and keeping documentation accurate, up-to-date, and easily accessible for the team. This role also supports customer education initiatives, including customer-facing content creation (eLearning video academy, knowledge base, in-app experiences, and interactive training).
Responsibilities
Support the development and administration of new hire onboarding and ongoing training plans for various roles within the Customer Experience department.
Create, update, and maintain process documentation and resources for the Customer Experience department.
Identify gaps in educational materials and recommend areas that need to be created, updated, or archived.
Review data and team workflows to identify opportunities for updates or additional training resources.
Maintain expertise in both the nonprofit industry and Virtuous products.
Contribute to customer education programs and experiences, including but not limited to elearning videos, knowledge base articles, in-app experiences, and interactive training materials, as needed.
You must have
2+ years of experience in instructional design, technical writing, or related e-learning content creation, specifically within the software or tech industry, with a portfolio that showcases your expertise in creating comprehensive resources.
Help Center Tool Proficiency: ZenDesk Guide or similar tools
eLearning Tool Proficiency: Thinkific, LearnUpon, Genially, Zoom Webinar, or similar
Video Editing Tool Proficiency: Camtasia, Descript, or similar
Project Management Tool Proficiency: Notion, Asana, or similar
In-App Experience Tool Proficiency: Chameleon, Pendo, ChurnZero, or similar
Exceptional ability to understand and document technical concepts and processes.
Strong written and verbal communication skills with the ability to convey complex information clearly in fluent English.
A keen eye for detail, consistency, and accuracy.
Experience collaborating with subject matter experts
Ability to proactively identify and apply AI solutions to streamline day-to-day work and elevate the quality, consistency, and impact of deliverables and processes.
Adaptability to the rapidly evolving needs of our training content
Facility with CRM software and technology (software training)
Basic understanding/familiarity with web design principles
Nice to have
Interest in content design, accessibility, or user experience.
Experience writing API documentation or working with APIs.
Experience with SEO and/or GEO
Experience in a customer-facing role
Experience working for nonprofit organizations or SaaS
An understanding of adult learning theory and concepts
Basic understanding/familiarity with XML, JavaScript, HTML, and CSS
What We Offer
Market competitive pay leveraging Carta data
Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
Supportive time off including paid volunteer days and company holidays
Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
We pride ourselves on Community and host exciting company outings and events.
We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.
Please note that all legitimate communication from Virtuous will only come from the @virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are not legitimate and we recommend disregarding it immediately.