Sr. Manager, Knowledge Management & Training

ABOUT THE ROLE

Customer Support at REPAY is investing in building out our knowledge and training function, and we're looking for the person to lead that build.

This is a ground-floor opportunity to create the strategy for customer-facing documentation, a self-service model, and internal training that scales alongside our growing multi-product platform. You'll have real ownership over what this function becomes, from how customers find answers on their own to how our internal teams stay current as we ship new features.

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model: how content is categorized and organized (taxonomy), who owns which content, how often it gets reviewed, and how outdated content gets retired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