Location: Fully Remote, accepting candidates from across the UK (with the option to work from our office in Shepherd's Bush, London)

Reporting to: Product Director and dotted line to Marketing Director

Start date: ASAP

Contract: Full-time

ToucanTech provides customers with an all-in-one community website and CRM so they can spend less time on admin and more time serving their communities - think of us as a private Facebook / LinkedIn for Schools, Charities and Professional Organisations. We have over 200 customers and have helped them to raise over £2m! Last year, we also raised £1m in investment financing to help us reach many more…

This is where you come in!

We’re looking for someone who wants to be part of a high energy group and will be excited to help us attain and retain customers, by excellently disseminating information about our product upgrades. Youʼll create content on new releases for sales materials, customer guides and FAQs, training videos and direct communications and will support our customer success, technical support, sales and marketing teams with accurate and user-friendly information.

If you're enthusiastic, have a winning way with words and an ability to translate technical information accurately into everyday language, weʼd like to speak to you.

About this role

We are looking for a talented, smart and enthusiastic product storyteller to join our experienced product team. Your responsibilities will include:

• Learning all about the ToucanTech product suite to become a product knowledge expert. This may include working on product enhancements, including briefing our software developers and testing new product features, and providing direct customer aid via our technical support desk
• Translating complex technical information into easy to understand language to be communicated via a variety of media
• Creating content about new product features for a variety of customer and sales communications, including emails, conference materials, one-page guides, product release presentations, FAQs, training guides, video tutorials, webinars, website content, social updates etc
• Creating clear and compelling video guides and hosting engaging webinar sessions
• Support with customer requirements gathering and pre-release product enhancement consultation sessions to ensure new product builds meet customer needs
• Undertaking informative internal and external training sessions on featured product elements
• Coordinating messaging alongside the customer and technical support team for key feature updates or issue resolution activities
• A sounding board for Sales teams regarding product requests from prospective customers
• Fact-checking all externally facing materials to ensure accuracy of product information
• Regularly communicating progress on assigned tasks and updating all relevant project trackers
• Inputting into the product pipeline, supporting new idea generation and helping to determine priorities and distribution of work
• Providing general support to the wider ToucanTech team as required

You'll be part of a product team of eight people working alongside a larger technical team with six full time web developers. ToucanTech also has staff working in data, sales, marketing, operations and customer support and training.

REQUIREMENTS

Your skills and experience

• Degree-educated (from a top university), preferably in a STEM subject and with excellent spoken and written English
• A clear and charming phone and video manner – to build relationships and engage with customers and to create compelling training materials
• Excellent written style and strong presentation skills, with training or customer management experience a bonus
• Proven experience of communicating complex technical features to a non-technical audience, across a range of communication channels
• Proficiency using MS-Office (Excel, Word and PowerPoint) a must
• Database management or digital marketing experience a bonus (e.g. running basic SQL queries, executing marketing automation or social campaigns etc)
• A genuine interest in technology and specifically data management, online networking and CRM software
• Design skills desirable

Your attributes

• Self-driven, hardworking and creative, with excellent communication skills
• Highly organised and pragmatic
• Comfortable working in a fast paced environment
• A willingness to get stuck in and be adaptable in the scale-up world

BENEFITS

Salary and benefits

• A competitive salary + access to the annual bonus scheme
• Flexible working hours and style
• Training and support to develop your skills and career
• Regular team events, lunches and meetups
• Free snacks at the office and frequent birthday cakes/ drinks
• Two paid holiday days per month (24 days p/a) (plus bank holidays)
• Responsibility from day one and extensive exposure both within the company and externally, as the product team interacts with all aspects of the business and customers on a daily basis

Final note on ToucanTech

With around 45 employees, it’s a fantastic opportunity to join an organisation at a time where we’re expanding rapidly, while still maintaining the benefits of a scale-up environment.

There is a clear focus on training and development. You'll be working in a fast-paced, ever changing workplace where we challenge each other daily, and we are looking for someone who will be comfortable in this environment. We maintain a clear emphasis on employee wellbeing and happiness, both in and outside of work.

To apply

Please send your CV or link to your LinkedIn profile and a few sentences about why you would be fantastic for this role to work@toucantech.com. We will ask you to complete a short test as part of the application process.

Unfortunately, at this time we are not able to sponsor foreign working visas, so you will need to have the right to work in the UK.

We look forward to hearing from you.