Gorgias

Associate Customer Education Specialist, Partner Academy

Gorgias

full-time

Posted on:

Location Type: Hybrid

Location: Belgrade • Serbia

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Salary

💰 €36,200 - €39,700 per year

About the role

  • Design, build, and maintain structured, modular learning experiences that support different audiences and use cases.
  • Apply strong instructional design principles to create thoughtful, outcome-driven learning.
  • Contribute to multiple education surfaces, including academies, webinars, videos, and community content.
  • Act as a key contributor and owner for the Partner Academy, ensuring it complements and extends the Customer Academy.
  • Work closely with the Customer Education team to reuse and adapt existing content, maintain consistent standards, and ensure operational efficiency across programs.
  • Build learning paths tailored to partner needs, while keeping content modular and reusable across audiences.
  • Design content intentionally for AI retrieval and reuse, with clear structure, consistent terminology, and strong information architecture.
  • Continuously refine content structure so learning can be surfaced effectively by AI systems, search, and future AI-powered learning experiences.
  • Test product behaviors, validate edge cases, and confirm how features behave in practice before publishing educational content.
  • Support webinars and live training sessions, including content design, facilitation, and iteration based on feedback.
  • Balance clarity, accuracy, and speed in creating educational videos.

Requirements

  • 3–5+ years of experience in customer education, enablement, instructional design, or a related role in B2B SaaS.
  • Enjoy becoming a product power user and are comfortable spending time inside tools to understand how they work in practice.
  • Experience testing workflows, validating behaviors, and exploring edge cases to ensure educational content is accurate and trustworthy.
  • Naturally curious and analytical, with a strong instinct for asking the right questions and challenging assumptions.
  • Ability to translate complex, technical product behavior into clear, structured learning experiences.
  • Understand the e-commerce ecosystem or have experience supporting SaaS tools used by operational teams.
  • Strong instructional design mindset, with a focus on modular, reusable, and scalable learning.
  • Excited about designing education for an AI-first world, optimizing content for retrieval, reuse, and scale.
  • Highly organized, comfortable working cross-functionally, and able to balance speed with accuracy in a fast-moving environment.
Benefits
  • Our calculator maintains fairness and pay equity within the organization, and you can find more info on how we calculate salaries here.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
instructional designcontent designlearning experience designAI retrieval optimizationmodular content developmenteducational video productionworkflow testingedge case validationinformation architectureB2B SaaS
Soft Skills
analytical thinkingcuriositycommunicationorganizational skillscross-functional collaborationadaptabilityattention to detailproblem-solvingspeed and accuracy balancequestioning assumptions