1. Training Academy content
• Record clear screen walkthroughs of the Flexigrant platform, covering the tasks customers ask about most often.
• Work from a prioritised list built from our support history, starting with the ten most asked support questions.
• Use AI tools to turn your recordings into structured scripts, voiceovers and finished video modules, keeping each module short and focused on a single task.
• Help build the Academy library out from onboarding basics through to budgeting and more advanced features.
• Keep content current as the product change and retire or re-record anything that no longer matches the platform.
• Contribute to the written knowledge base that sits behind the videos and behind our AI support assistant.
• Handle incoming customer queries through our helpdesk, resolving the ones you can and routing the rest to the right person with the context already gathered.
• Make sure every ticket you touch ends up properly logged with its resolution, so it can feed the knowledge base rather than being lost.
• Spot questions that come up repeatedly and turn them into Academy content or knowledge base articles, so the same question does not need answering twice.
• Point customers to self-service content where it exists, and flag where it does not.
3. Customer success and proactive experience
• Maintain customer records and health information in HubSpot so the picture of each account stays accurate.
• Use usage and ticket data to identify customers with low adoption, repeated issues or missed engagement, and raise them with the customer success team.
• Run targeted outreach to customers who are using only a small part of what they pay for, recommending the specific training that fits their situation.
• Support the renewals process by preparing account context ahead of renewal conversations.
• Help with handover from implementation into ongoing customer success, so customers do not feel dropped after go-live.
4. Customer communications
• Support the communications that go out with every product release, including the how-to video, the release note, the community post and the customer email.
• Help run customer webinars and quarterly product round-ups, from preparing materials to following up afterwards.
• Keep the customer community space active and useful rather than dormant.
5. AI and ways of working
• Use AI tools as a normal part of the working day, for drafting, scripting, summarising support history and producing video.
• Work within the company AI principles and governance, including being clear with customers about where AI is used.
• Share what works. When you find a better way of producing content or handling a query, tell the team.