Note: The job is a remote job and is open to candidates in USA. Wagepoint is a remote company that specializes in payroll solutions for small businesses across North America. They are seeking a Bilingual Enablement Specialist who will create engaging content and resources to empower customers and support teams in using Wagepoint's payroll platform effectively.
Responsibilities
- Create and maintain clear, engaging knowledge base articles that help customers successfully navigate Wagepoint’s payroll platform
- Continuously review, revise, and optimize content to improve self-serve support and ensure documentation reflects the latest product updates
- Develop and refine content for AI-powered support tools, including FAQs, knowledge snippets, and training data that improve AI accuracy and the customer experience
- Build and maintain Customer Support enablement resources such as job aids, macros, process documentation, and internal policies
- Collaborate with the Enablement team and subject matter experts to develop training materials and ensure support agents have the resources they need to succeed
- Partner with Product, Customer Support, and Marketing teams to keep knowledge content aligned with product updates and messaging
- Support the creation of multimedia enablement content (videos, GIFs, screenshots, and tutorials) that help customers and agents better understand our products
- Use data and feedback to continuously improve documentation, knowledge base performance, and customer self-serve experiences
Skills
- Fluent in French and English
- Experience working in Customer Support, Customer Success, or Enablement, ideally in a SaaS environment
- Exceptional writing and documentation skills, with the ability to translate complex topics into simple, helpful content
- Experience creating or maintaining technical documents, such as knowledge base articles, help center documentation, or training materials
- Strong collaboration skills and comfort working with cross-functional teams and subject matter experts
- A customer-first mindset and a passion for creating content that genuinely helps people
- Strong attention to detail and the ability to manage multiple content projects simultaneously
- You have experience working with payroll systems or payroll-related workflows
- You've worked with knowledge base platforms, documentation tools, or learning management systems (LMS)
- You have experience creating technical documentation or SaaS product content
- You're comfortable creating multimedia resources such as product walkthrough videos, GIFs, or interactive tutorials
- You enjoy experimenting with new tools, formats, or AI-powered knowledge solutions to improve customer support
Benefits
- Opportunities for professional development and career advancement
- Remote: The ability to work from home, forever!
Company Overview
Wagepoint is an online payroll app for small businesses across North America. It was founded in 2012, and is headquartered in Kitchener, Ontario, CAN, with a workforce of 51-200 employees. Its website is http://wagepoint.com.