This role is for someone who thrives on creating strategy and then rolling up their sleeves to implement it. You will define the knowledge and training strategy alongside the Director of Customer Support, then build and run it yourself, auditing what exists today, designing what it should become, and doing the writing, structuring, and training delivery that brings it to life.
You'll spend your first 30 days getting to know our current knowledge base and training approach, and come out with a plan to make our documentation scalable, searchable, and easy to use. From there, you'll build out a content and training strategy that serves both our internal teams and our customers, partnering closely with Product and Marketing to make sure documentation and training stay ahead of releases.
RESPONSIBILITIES
Strategy & Ownership
Partner with the Director of Customer Support to define REPAY's knowledge management and training strategy, then own its execution
Audit our existing knowledge base, training materials, and current tools in your first 30 days, and deliver a plan to make content scalable, searchable, and easy to consume
Build a project tracker that gives visibility into training and content requests, in-progress work, and completion, and establish a clear intake process for other departments to request training or documentation
Own the knowledge base governance model: how content is categorized and organized (taxonomy), who owns which content, how often it gets reviewed, and how outdated content gets retired
Content & Technical Writing
Personally write and maintain structured, clear documentation for our front-line support team, cross-functional partners, and customers
Build out a range of learning formats, such as micro-learnings, playbooks, live Q&A sessions, and webinars, and know how to match the right format to the right content and audience
Establish writing standards and guidelines so articles are consistent in structure, tone, and quality regardless of who writes them
Design and build our first customer-facing self-service documentation, with the goal of helping customers find answers on their own and reducing unnecessary ticket volume
Training & Enablement
Design and deliver internal product training that keeps our support organization current as REPAY's multi-product platform evolves
Design and deliver customer-facing training and enablement content
Identify release cycles and milestones in partnership with Product and Marketing, and build documentation and training timelines that keep pace with what's shipping rather than trailing behind it
Cross-Functional Partnership
Work closely with Product and Marketing to stay ahead of releases and ensure new features are documented and trained on before or as they launch
Build relationships across departments so that requests for training or documentation have a clear, predictable path from request to delivery
Report on progress, milestones, and program health to the Director of Customer Support on a regular cadence
WHAT YOU’LL NEED
Required
6+ years of experience in knowledge management, learning and development, technical writing, or training, with real ownership of the function rather than a supporting role
Demonstrated experience building or overhauling a knowledge base, including how to structure it so it's organized, searchable, and easy to navigate
Experience designing training and learning programs across multiple formats and learning styles: micro-learning, webinars, live Q&A, and scalable playbooks, and knowing when to use each
Experience building both internal training and customer-facing education or documentation
Strong technical writing skills, with the ability to turn complex product information into clear, usable content
Technical aptitude and the ability to quickly learn a complex, multi-product platform well enough to teach and train others on it
Experience partnering cross-functionally with Product and/or Marketing to align documentation and training with release cycles
A track record of building something from scratch in an environment without established process, and a bias toward shipping over perfecting
Prior experience at a SaaS company, ideally one that also built out this role's function without a pre-existing template to follow
Preferred
Experience in FinTech, payments processing, or another financial services environment
Familiarity with payment processing concepts such as payment acceptance, vendor payment automation, clearing and settlement, or instant funding
Experience with AI-powered support tooling, or structuring content in a way that supports AI-assisted search and response
Experience with LMS platforms
Background in instructional design or formal QA methodology for content accuracy
SKILLS & TRAITS
Scrappy and self-directed, with a genuine sense of urgency and comfort operating without a lot of existing structure
A builder and a doer, not just a strategist. You should be as comfortable writing the article or running the training session yourself as you are designing the strategy behind it
Curious by nature, with the drive to stay current on best practices in learning and development and knowledge management
Excellent written communicator, able to explain complex product concepts simply
Highly organized, able to manage multiple concurrent requests and timelines without dropping the ball
A cross-functional relationship builder who can get buy-in and cooperation from other departments without formal authority over them
WHY JOIN REPAY.… BECAUSE CULTURE IS EVERYTHING
GROWTH & PEOPLE-CENTERED LEADERSHIP
As the industry-leading financial technology provider in the Consumer Finance and Business to Business spaces, we continue to set the standard for application development and delivery. In 2019, REPAY became a public company listed on the Nasdaq Stock Market (RPAY). For the past three consecutive years, we have placed on the ACG® Atlanta Georgia Fast 40, a list recognizing the top 40 fastest-growing middle-market companies in Georgia. REPAY’s leadership empowers each team member to make a difference and stretch to their fullest potential. Our dedication to frequent, transparent communication is shown with companywide meetings where our leaders share company vision and encourage employees to ask questions.
FUN WORK ENVIRONMENT & GREAT TEAMS
We offer it all: business to casual dress, great snacks & beverages, and open-air collaborative team settings. REPAY has been certified as a Great Place to Work® company for 2017, 2018, 2019, 2020, 2021, and 2022. The REPAY team is fun, smart, collaborative, and truly enjoys working together. Making a difference in our local communities – we support several philanthropic initiatives every year to give back to our local communities. We are self-driven, motivated professionals who do not require micro-management to ensure we produce high quality and timely work.
INNOVATION & EDUCATION
We create highly sophisticated payment processing applications and are always pushing the boundaries of what is possible. We are constantly revolutionizing the industry by building on new ideas from clients and employees. We provide the resources necessary to ensure new innovations can develop quickly and with quality. We encourage continuing education, including professional conferences and events.
PUTTING OUR PEOPLE FIRST
We believe our people are the best, and we care immensely about their success. We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work-life balance resources. All benefits go into effect day one. Our employees’ futures are important to us, which is why we have a 401(k)-employer match and and an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program. This bonus award reflects excellent performance of individual contributions and goals achieved during the past year.
REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity.
REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law. Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible.
We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.
