##About the Role

KnowHow is a SaaS platform purpose-built for franchise networks and growing businesses. We help organizations standardize operations and drive platform adoption at scale - turning what used to live in binders, email threads, and manager memory into a living, searchable system that employees can actually use on the job.The Customer Success Administrator is a hands-on, process-oriented role that sits at the heart of how we get customers live on KnowHow. You will work directly with new customers to migrate their existing documentation into the platform - SOPs, policies, training content, and long-form reference materials - and help shape it into clear, usable processes that their teams can actually follow.This is not a sales role or a strategic account management role. It is a role for someone who takes deep satisfaction in doing operational work with precision and care. You are organized, a strong communicator, and you bring a genuine orientation toward customer outcomes. You move efficiently, maintain quality, and understand that getting content right during implementation is one of the highest-leverage things a CS team can do.

##What You'll Do

###Content Upload and Management

• Accurately upload and migrate client-provided content, documents, and SOPs into KnowHow
• Ensure all formatting and structure align with platform guidelines and customer expectations
• Verify successful uploads, troubleshoot issues as they arise, and confirm the finished product meets the standard set by the CSM and customer

###Content Development and Curation

• Curate and continuously improve KnowHow's library of template SOPs for the industries we serve
• Ensure template content meets high standards of clarity, relevance, and practical effectiveness
• Collaborate with KnowHow's network of industry authors as needed to develop and refine content

###Platform and Tool Utilization

• Develop and maintain a strong working knowledge of the KnowHow platform and its content management capabilities
• Apply the right features and tools for each content type, as directed by the CSM or customer
• Stay current on platform updates and new feature releases; follow up with the CSM when clarification is needed

###Collaboration and CSM Communication

• Keep the CSM informed on timeline status, whether ahead of or behind schedule
• Flag high-priority issues and blockers promptly - don't hold problems
• Maintain detailed notes and surface anything that could affect content quality or delivery timelines
• Clarify ambiguities with the CSM before proceeding to ensure the work meets expectations

###Process Efficiency and Documentation

• Follow established workflows to execute content uploads efficiently and consistently
• Document best practices as they emerge and share them with the CSM
• Suggest process improvements where you see opportunities to improve efficiency or output quality

##What We're Looking For

You will succeed in this role if you:

• Are process-oriented and take genuine pride in producing clean, accurate, well-organized work

• Catch and correct errors before they become problems - attention to detail is a baseline, not a bonus

• Can absorb unfamiliar workflows, protocols, and industry terminology quickly and translate them into clear written formats

• Communicate proactively with the CSM: you don't wait to be asked for an update, and you don't sit on problems

• Manage your time and priorities independently; you don't need close supervision to stay on track across multiple workstreams

• Are comfortable learning new software tools and adapting quickly as the platform evolves

• Are comfortable in a fully remote environment and hold yourself accountable to deadlines and quality standards

Background and experience:

• Native-level English fluency (required)
• Proven experience in a customer-facing or customer service role with a strong orientation toward successful customer outcomes
• Exceptional attention to detail in content and data work
• Comfortable working with content management systems, cloud platforms, and productivity tools (Microsoft Office, Google Drive, Zoom, and similar)
• Exceptional project management and process optimization skills
• Strong time management skills and the ability to reprioritize quickly as needs shift
• Typing speed of 40-60+ words per minute
• Ability to efficiently understand new processes and summarize them accurately into a different format
• Strong written and verbal communication skills, including the ability to explain complex information in plain language
• Canadian Citizenship or Permanent Residency in Canada (required)
• Availability to work North American time zone hours
• Canadian-French fluency (an asset)

##What We Offer

• This is a contract position. Hours are project-based and are not guaranteed. During periods of high implementation volume, engagements can run 10-15 hours/week.
• Remote-first environment with a collaborative, high-trust team
• High-quality onboarding, training, and on-the-go guidance
• A flexible work schedule, as long as deadlines and quality standards are met