Customer Education Manager (remote, CET±3)

What is Fibery?

Fibery is an operating system for companies, a work platform that replaces scattered tools and connects teams. Instead of offering a finished product, we provide a set of building blocks for (usually nerdy) leaders to build a unique work environment for their company.

Tech startups, digital agencies, and non-profits run on Fibery: anything from self-driving boats to Bible translations. Our customer base is diverse in terms of culture and language: we have paying customers on all continents except for the cold one.

Our practical goal is to replace a bunch of isolated tools and bring teams together into a single collaborative space. Think Asana + Google Docs + Miro, Productboard + Jira + Pipedrive, or a mess of spreadsheets replaced by Fibery. We typically compete with Notion and ClickUp.

Our long-term goal is to augment organizational intelligence. Basically, to help teams of knowledge workers solve problems that seemed insoluble before.

What is the problem to solve?

Fibery is most appreciated for its flexibility. But this flexibility is both a blessing and a curse: the possibilities are limitless, but new customers often feel overwhelmed and intimidated. Once they get it, they build incredible things, but getting there can be a bumpy ride. Try creating a workspace for yourself.

We are looking for someone who will make this ride shorter and more enjoyable for our beloved customers: help them understand what Fibery can do for them and how to achieve it.

What will you do?

Here are a few must-have things:

• Own our user guide and ensure customers can find answers to their questions directly or by chatting with an LLM.
• Produce video tutorials that explain product functionality and showcase various use cases Fibery can help with.
• Deliver the right content to the right people at the right time via in-app hints, embedded tutorials, onboarding emails, or any other means.
• Perform user research to uncover workflows that need a better explanation (or a complete redesign 😅).
• Contribute to product development by serving as the voice of (confused) users and a simplicity ambassador.

Historically, these functions have been performed by anyone in the team who cared the most at the moment. Thus, our user guide lacks cohesiveness and is always slightly out of date, our video tutorials are sporadic, and our user research is limited. For the sake of our customers, you’ll take charge.

However, your job won’t be limited to these five things. It will be up to you to build and prioritize your backlog. Anything that can help our [potential] customers to understand the power of Fibery and squeeze the most out of it will be welcome. Bonus points if you can come up with meaningful metric(s) to measure your impact.

Are you a good fit?

First, a few non-negotiables:

• You clearly express yourself in writing and behind the microphone (in English!).
• You’ve explained complex subjects in a fun and effective way.
• You prefer making stuff over managing people.
• You are a manager of one.
• Your hours overlap with 11:00-16:00 CET.

Each of these would be a good signal:

• You’ve written at least a dozen user guides or how-tos.
• You’ve produced educational videos as a solo maker or as a part of a small team.
• You’ve authored a long-form educational program, such as an online course or a multi-day workshop.
• You’ve built monster spreadsheets, organized life with Notion or Obsidian, or automated tasks with Zapier or n8n.
• You’ve [vibe] coded something useful and aren’t scared of curly brackets.
• You’re a Fibery user 🥹.

The role of a customer educator is somewhat niche, so we don’t necessarily expect you to have performed it before. Here’s a (non-exhaustive) list of your possible backgrounds:

• technical or UX writer;
• instructional designer;
• customer success manager;
• product marketer;
• YouTuber.

Are we a good fit?

We are a small company of 30 people, meaning:

• you’ll perform most of the work yourself (although you’ll be free to hire contractors such as a video editor or an illustrator);
• you’ll have no predecessor, so it will be up to you to set up the processes;
• you’ll be able to collaborate with anyone in the company as there are no walled-off “departments”;
• you’ll be welcome to solve problems and pursue opportunities outside of your role.

We are remote-first. We do have co-working spaces in Warsaw, Limassol, and Nicosia, but most people prefer to work from home most of the time, and there are no mandatory office days.

Most of our communication is asynchronous, and any major discussion begins with a doc in our Fibery workspace. There are no mandatory daily or weekly calls, only an all-hands meeting once a month. That being said, we do kick-start meetings in small groups for new marketing initiatives and product features.

We strive to be honest and transparent. We admit when a competitor is a better match, own our mistakes, and share our startup journey and product strategy with the community.

We are nerdy, witty, and playful: we don’t try to be liked by every person on the planet, we find our own crowd and vibe with them. We take weird over mediocre any time, as long as it’s authentic. You can probably tell.

We compete against companies 100x our size, so we are not afraid to be bold and go against “best practices”, do something that would never be conceived or approved inside a “market leader” company.

What will the hiring process look like?

We have no recruiters or HR people at Fibery. You’ll communicate directly with the person you’ll (unfortunately 😅) work most closely with, i.e., me, Anton, Head of Growth. Once you apply, you’ll receive a message from me within a few working days.

Our initial async conversation will focus on your body of work. If there isn’t enough of it that you can share (e.g., due to NDAs or because you only started recently), I might ask you to write or record something just for us.

Next, we will have a video call with at least one other team member that you’ll work with (e.g., a designer or a customer success manager) to get to know each other as human beings.

Finally, if things are looking good from both sides, we will offer you the chance to collaborate on a paid project. If the project is a success for both of us, we will make you a full-time offer.

How to apply?

Tell us a bit about yourself and share the explanations you are most proud (or least embarrassed 🙃) of. Include links or files with your writing and at least one bit of spoken media.

Apply