Customer Training and Content Specialist

Job Title: Customer Training & Content Specialist

Department: Client Services

Reports To: Senior Director, Global Support

Location: Remote (Ontario)

Who We Are

Agility PR Solutions provides today’s PR professionals with powerful and intuitive media outreach, monitoring, and measurement solutions. For nearly 20 years, Agility has helped global clients discover relevant journalists and influencers, make meaningful media connections, amplify their stories, track media coverage, and measure PR impact.

We are recognized as one of the fastest-growing companies in the PR tech space, earning top G2 rankings for ease of use, quick implementation, and exceptional customer service.

As a remote-first company, we have team members across Canada, the US, the UK, the Philippines, and India. We are committed to helping our employees realize their full potential through learning opportunities, career development, and a culture of inclusion.

Position Overview

Are you passionate about creating engaging learning experiences that empower customers to succeed? Agility PR Solutions is looking for a Customer Training & Content Specialist to design high-quality training content that ensures our customers maximize the value of our platform. This role is a key part of our upcoming customer training initiative and ongoing customer success strategy.

As part of our Global Support team, you will work closely with subject matter experts and cross-functional teams to create engaging, effective learning materials that support customer onboarding, engagement, and retention. Your mission will be to ensure that our customers feel confident and empowered to achieve their PR goals using our platform.

Our team will be launching an entirely new suite of training materials in Summer 2025, and this role will be crucial in developing high-quality video tutorials, user guides, and on-demand training resources. Moving forward, you will play a central role in maintaining and evolving our customer education strategy as our product offerings expand and our customer base grows.

Key Responsibilities

1. Content Creation & Documentation: Develop structured learning materials (e-learning courses, user guides, video tutorials) and on-demand content (best practice documentation, troubleshooting guides). Continuously update materials to reflect new features and customer feedback.
2. Client Success & Support Collaboration: Work closely with customer-facing teams to identify training needs and monitor customer progress. Use insights from customer interactions to improve training content and delivery.
3. Product Knowledge & Expertise: Stay up to date with product updates, new features, and industry trends to ensure training materials remain accurate and relevant.
4. Feedback & Improvement: Gather feedback from customers regarding training effectiveness. Analyze customer usage patterns to identify challenges and proactively develop solutions.
5. Training Metrics & Reporting: Track training effectiveness using surveys, assessments, and analytics. Provide reports on training outcomes and customer success impact.
6. Needs Analysis: Assess training needs, identify skill gaps, and determine the most appropriate learning solutions. Develop learning objectives and performance metrics that align with business priorities.

Required Skills

1. Bachelor’s degree in Education, Communications, Business, or a related field (or equivalent work experience).
2. 2+ years of experience in customer education, training, or instructional design, preferably in a SaaS or tech environment.
3. Ability to create compelling training materials such as videos, user manuals, and interactive content.
4. Proficiency in e-learning or content creation tools, such as Articulate 360, Adobe Captivate, or Camtasia.
5. Experience with video editing and screen recording tools like Camtasia, Videate, or Loom.
6. Strong communication and presentation skills, with the ability to simplify complex concepts into engaging, easy-to-understand training materials.
7. Excellent writing skills for developing clear, structured documentation and learning content.
8. Strong organizational and project management skills, with the ability to handle multiple initiatives simultaneously.
9. Ability to work collaboratively with cross-functional teams in a fast-paced, remote-first environment.

What We Offer

At Agility PR Solutions, we strive to foster a collaborative, inclusive, and growth-oriented environment. Here’s what you can expect:

1. Fully remote work environment
2. Collaborative culture supported by key tools enabling engagement and productivity
3. Competitive compensation package
4. Comprehensive Health, Dental & Vision benefits
5. RRSP matching to support your long-term financial wellness
6. Employee Assistance Program (EAP) for mental health and well-being support
7. Career Development & Progression opportunities
8. Paid Vacation & Personal Days, plus Sick Days
9. Flex Fridays in the summer & a week off between Christmas and New Year’s
10. No Meetings Fridays to support deep work and focus.

Our Commitment to Inclusion

At Agility, we strive every day to build a more inclusive work environment and introduce tools that support diversity and accessibility.

We strongly encourage applications from all individuals, regardless of race, religion, gender, age, disability status, or sexual orientation.

Even if you don’t meet every requirement listed, but you’re excited about this opportunity, we’d love to hear from you! Our Talent Acquisition team will review your application for this role and other potential matches in the future.

If, at any stage of the application process, you require accommodation due to a disability or medical need, please let us know at careers@agilitypr.com, and we will be happy to make appropriate arrangements.

Thank you for taking the time to review this opportunity. We look forward to hearing from you!