Customer Education Specialist

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About Club Caddie:

Club Caddie is a rapidly growing technology company that builds cloud-based golf course management software (GMS). Club Caddie was acquired by Jonas Software, a global leader serving 40,000+ customers in 15+ countries. Jonas Software is a 100% owned subsidiary of Constellation Software Inc. (CSU.TO), headquartered in Toronto.

We serve public, semi-private, single-course operators (SCOs) and multi-course operators (MCOs). Our customers are general managers, pro shop staff, food and beverage teams and course operators - people busy running a golf business, not studying software. Our job in Education is to make the software easy to learn and easy to keep up with.

Role Overview

The Customer Education Specialist helps produce and maintain training materialsthat teachClub Caddie customers how to use the software.

This is a hands-on content production role. You will turn product releases, customer questions and support trends into knowledge base articles, LMS lessons, in-app guidance, training scripts, walkthrough videos and webinar follow-up material - and keep that library accurate as the product changes.

You will work directly with the Head of Education, who sets the priorities, the content standards and the approvals. You own the deliverables, the production schedule and the accuracy of what you prepare. Content is published through our established review and approval process, and system access is granted by role. As you demonstrate accuracy, you will take on more of the recurring production work independently.

Key Responsibilities:

Knowledge base articles. Draft, edit,and update articles in Club Caddie’s structure and voice, and prepare them for publication. Keep screenshots, steps,and terminology matched to what customers actually see.

LMS courses and lessons. Build and maintain lessons, quizzes and learning paths in Club Caddie University. Keep courses current after releases and correct outdated material.

In-app guidance. Build and maintain Whatfixflows - walkthroughs, tooltips, launchers and announcements - using established patterns. Test them before they go live and correct them when the interface changes.

Training scripts and walkthrough videos. Reviewcamera-ready scripts for software walkthroughs. Record clean screen captures with narration, handle basic editing, captions and titles, and prepare files for review.

Webinar recordings and follow-up material. Access the Zoom recording after a session, download and lightly edit it, add captions or titles, prepare it for the Club Caddie webinar page, and confirm the video and links work. Turn webinar content into articles, clips, lessons and summaries. You will not be the primary presenter.

Release-related updates. Read release notes, tickets and recordings to understand what changedand who it affects. Work with the Head of Education to decide what each customer-facing release needs - an article, a lesson, a video, an in-app flow, or nothing - and produce it.

Trackers and basic reporting. Maintain the production and content-health trackers, pull LMS, knowledge base and webinar data into existing reports on a set schedule, and flag anything that looks wrong.

Required Qualifications:

• Strong written English, with the ability to explain a technical process in plain, direct steps

• Clear instructional and technical writing - a portfolio or writing samples will be requested

• Experience creating customer-facing education for a software product

• Ability to learn unfamiliar software quickly from written sources and recordings

• Basic video editing - trimming, captions, titles, exporting

• Strong organization and follow-through across several projects at once

• Reliable remote communication, with clear written updates

• Comfort working inside an established voice, template and approval process

• Responsible use of approved AI tools, including verifying output against a source before it moves forward

Preferred Qualifications:

These are helpful but teachable. Do not rule yourself out if you have not used them.

• Whatfixor another digital adoption platform (WalkMe, Pendo, Appcues)

• HubSpot Knowledge Base or a comparable knowledge base platform

• TutorLMS, WordPress, or another LMS

• Camtasia, Descript or comparable video tools

• AI voice or synthetic narration tools

• Golf course operations, hospitality technology or point-of-sale systems

• Club Caddie product knowledge

Tools you will use: HubSpot Knowledge Base · Club Caddie University (TutorLMSon WordPress) ·Whatfix· Camtasia · ElevenLabs· YouTube · Zoom · Notion · Google Workspace

Schedule:

This role requires a daily collaboration window of 8:00 a.m.-1:00 p.m. Pacific Time (11:00 a.m.-4:00 p.m. Eastern Time), Monday through Friday. This is when reviews, questions, working sessions and any live support happen.

The schedule follows the U.S. clock, so your local working hours will shift by one hour when U.S. daylight saving time begins and ends each year.

What Success Looks Like:

First 30 days - you know the product well enough to write about it, have drafted your first article and script, and understand our standards and approval process.

By 90 days - you produce articles and lesson updates on a regular cadence with light review, andhave supported the education work for at least one customer-facing release.

By 6 months - you run the release-to-content workflow for standard releases with review rather than direction, and content maintenance runs on a schedule instead of in reaction.

By 12 months - you carry full categories of content end to end within the approval process, and the Head of Education spends less time producing and more time on strategy and measurement.

Why Club Caddie?

• Work on education that customers use every day to run real businesses

• Own visible deliverables from the start, in a function that is actively being built out

• Learn a complete customer education stack - knowledge base, LMS, in-app guidance, video and webinars - in one role

• Work directly with the Head of Education, with real ownership of what you produce

• Join a fast-growing SaaS company backed by Jonas Software and Constellation Software Inc.

Exciting Benefits we offer:

• Market-leading Salary
• Medical Coverage - Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.