Process Documentation and FAQ Specialist

Process Documentation and FAQ Specialist
You will fail the application process if you don't read the entire job description.
As a Process Documentation and FAQ Specialist, you will be responsible for creating and maintaining comprehensive process documentation, standard operating procedures (SOPs), and Frequently Asked Questions (FAQs). Your role will play a crucial part in enhancing our organization's efficiency, reducing errors, and ensuring that teammates have access to clear and concise information to perform their tasks effectively.
About Us
Started in 2017 and we're growing like crazy.
We expect to hire at least 4 salespeople, 3 admins, and 3 marketers in 2023.
Growing FAST - We sold 2663 lessons in 2023 and we're on pace to sell 3328 lessons in 2023
A small team of 1 American and 9 Filipinos.
We sell manual transmission driving lessons in the United States. Yes, really.
100% inbound leads from Organic Search (SEO). We don’t do cold calling.
No competition - in 90% of the markets we serve, we have no competitors. Because of this, our sale is pretty easy to make.
Compensation and Benefits
$5 per hour
Paid 5 Sick Days - Effective on day 1
Paid 10 days vacation - Prorated
Paid 14 Bank holidays - (Legal and religious Holidays are country-specific)
Paid Birthday Off - you pick a day off
Business Continuity Plan - In cases of calamity $40 hotel accommodations are permitted to ensure work will continue
Type of Employment
Full Time - 40 hours per week
Schedule - During the onboarding and probationary period, schedule will be 9 AM to 5 PM EST. After that, you are free to set your own schedule with the understanding that, you may need to be online when the team is online doing the actual work.
Benefits to be provided after completion of 3 months:
Health Insurance
Home internet and electricity bills
Office equipment, home office furniture, and anything else you need for work
Learning books, courses, training, or coaching that you want
Benefits to be provided after completion of one year:
Paid Two weeks off for Christmas Season
Experience Level
At least 3 years of creating training or educational materials.
If you have a passion for clear communication, process optimization, and helping teams work more efficiently, we want to hear from you!
This is a great opportunity for anyone with a background in any of the following areas: Standard Operating Procedures (SOPs), Creator, Notion, Trainual, LMS (Learning Management System), e-Learning, policy documentation, technical procedures, employee-driven development training, training and development, professional learning and development needs, Learning & Development, E-learning Specialist, policies, work instructions, and guidelines, create documentation, creating checklist, Proofreading, Technical Writer, Knowledge base, User Guides, FAQ development, Training Materials, Documentation Tools, FAQ (Frequently Asked Questions), Process Optimization, Document Review, Work instructions, Workflow, Methodology, Best Practices, Systems and Procedures Specialist, SOP Adherence, Documentation Engineer, SharePoint, LEAN workflow
Duties and Responsibilities
Document and Standardize Processes:
Collaborate with various departments to understand and document existing processes, workflows, and procedures.
Create clear, detailed, and easy-to-follow process documentation and SOPs.
Continuously update and improve process documentation as needed to reflect changes or optimizations.
Create and Maintain FAQs:
Develop and maintain a central repository of FAQs that address common questions and issues across the organization.
Regularly review and update FAQs to ensure accuracy and relevance.
Collaborate with subject matter experts to gather information for FAQ creation.
Training and Knowledge Sharing:
Provide training and guidance to employees on how to access and use process documentation and FAQs effectively.
Encourage the use of documented processes to drive consistency and efficiency within the organization.
Assist the QA lead and training lead
Conduct periodic audits to ensure adherence to documented procedures.
Qualifications
Proven experience in process documentation, SOP development, or related roles.
Strong communication and writing skills, with the ability to convey complex information in a clear and concise manner.
Detail-oriented with excellent organizational skills.
Proficiency in document management tools.
Ability to work independently and collaboratively within cross-functional teams.
Strong problem-solving skills and a commitment to continuous improvement.
What's Hard About This Job
Working Remotely - We're a remote-first company, and we never want to have an office. This is great if you like working by yourself in the quiet, but it can be terribly painful if you need the energy of coworkers nearby.
Our Cultural Values - We're an American company with an incredibly unusual culture. Even by American standards, our 7 cultural values are highly unusual. Our culture is challenging for people accustomed to corporate culture and especially difficult for people who grew up in Confucian cultures. It's a great culture for people who speak directly and have a great deal of self-confidence and ownership. If you identify as a misfit, you'll do well.
Multiple Software Systems - You're going to need to learn how to use 12 different software systems. This is great if you want to get exposed to and experienced with lots of technology, but it can be tough if you have a hard time learning technology. Secret Message - When you apply, you'll see a box that asks if you want to add anything else. Type in PINK ELEPHANT in all capital letters exactly as we've shown it here.
Leadership Expectations - Other than the company founder (who doesn't have a tech background), you will be our first technology specialist. The combination of being solely responsible for all aspects of the technology and our lack of technical prowess could be overwhelming to someone who wants to be told what to do and how to do it. You need to have a leadership mindset, or this won't work.
Cheat Code for getting a job with us:
1) Our application comprises the majority of our recruiting process. Because of that, we suggest that you give us thoughtful responses and rich stories. We typically only interview applicants who give rich and detailed answers to our questions. If you write short responses so that you can hurry up and finish the application, you will not get interviewed.
2) Tell us stories about how your actions match your beliefs and values. For example, if I say I value health and fitness, you don't know if I'm telling you the truth or if I'm just telling you what sounds good. But, if I tell you things I've done, I can illustrate my values of health and fitness with proof. For example, I go to the gym 4 days per week, I've done 6 triathlons, including an Ironman, and I can swim 3000 meters in one hour. My examples of things I've done prove that my actions match my values system.
3) Be vulnerable and honest. We take very detailed notes during the interview process, and we conduct extensive background checks. If the stories you tell about yourself don't match what your references say, we will not hire you. We'd rather hire a C student who is honest about being a C student than someone who is a C student but tries to pass themselves off as an A student. Remember, this is an entry-level job. We're not looking for perfect. We're looking for an excellent cultural fit.
How to apply: Please click on the link: