Documentation and Training Specialist

Brilliant is seeking a full time, experienced Documentation and Training Specialist to join our rapidly-growing, profitable, boot-strapped company. Brilliant delivers the best corporate gifting experiences in the world through best-in-class white glove service, product expertise, in-house fulfillment capabilities, and a leading proprietary technology platform. If you are passionate about process, organization, and operational efficiency, you may be a great candidate. You have exceptional attention to detail, a knack for distilling complex concepts into easily digestible formats, and the ability to drive engagement and usage of tools across multiple teams and stakeholders. This role will be instrumental in enhancing internal efficiencies, ensuring effective adoption and utilization of our proprietary software, and providing clear, concise, and user-friendly training materials and documentation. This role is full time, with potential for expansion of responsibilities as the company continues to grow. Brilliant has been a fully-remote company since inception and works with team members in all North American time zones. RESPONSIBILITIES: • Internal Documentation: Create, maintain, and update clear and concise documentation of internal processes, workflows, and best practices in both text and video formats. Collaborate with cross-functional teams to ensure accuracy and relevance of documentation. Continuously assess and improve the usability of materials to meet team needs. • Training and Enablement: Develop and deliver comprehensive training programs to onboard and upskill team members on our internal software, tools, and processes. Conduct live training sessions, create video tutorials, and provide ongoing support to ensure efficient software utilization. Identify knowledge gaps and propose strategies to improve adoption and effectiveness of systems. • Tech Stack Management: Become a subject matter expert on Brilliant's project management processes and software, and serve as a liaison for the Client Services and Client Experience teams, ensuring effective adoption, utilization, and maintenance. Collaborate with the Product Management Team to identify enhancements to tech tools and platforms based on team feedback and operational needs. • Client-Facing Documentation: Own the maintenance and ongoing development of our customer Help site. Ensure that all materials are relevant, up-to-date, and easy to understand. Collaborate with Sales, Business Development, and Customer Success teams to develop new documentation according to business needs. Track client engagement with our documentation to identify patterns and user experience challenges, and provide timely feedback to relevant teams. • Share Feedback and Insights: Identify patterns, user experience challenges, and operational inefficiencies; document and share these with the Product Management Team for future roadmap prioritization. Offer constructive feedback on proposed solutions and concepts based on practical experience with the software and its users. REQUIREMENTS: • Bachelor's degree • 2+ years of experience in documentation, product support, training and enablement, or similar role. • Exceptional organizational skills and attention to detail, with a strong analytical mindset and the ability to solve complex problems in a dynamic, fast-paced environment. • Outstanding verbal and written communication skills, capable of explaining technical concepts clearly to diverse audiences. • Self-motivated and proactive, with the ability to work both independently and collaboratively. • A customer-focused mindset, committed to delivering exceptional service and support. • Proficiency with software applications and a demonstrated ability to learn new systems quickly. • Familiarity with support ticketing systems and project management workflows.