Member Care Content Development Specialist

Job Description

The Content Development Specialist is responsible for designing, developing, and maintaining training content and customer-facing knowledge resources that support Cricut Member Care operations. This role creates engaging learning experiences for contact center employees and develops rich-media Help Center content that enables customers to successfully self-serve.

Working closely with Training, Quality, Product, Engineering, Marketing, and Member Care leadership, this position translates technical information into clear, accurate, and engaging learning materials, e-learning courses, videos, and knowledge articles. The role contributes to content standards, supports content governance activities, and helps ensure learning materials and external Help Center (knowledge base articles) remain current as products and processes evolve.

Instructional Design & Training Content Development (40%)

• Design, develop, and maintain instructor-led, virtual, and self-paced learning content for Member Care.
• Develop SCORM-compliant e-learning courses for the Learning Management System (LMS).
• Create onboarding, product, systems, and process training aligned with adult learning principles.
• Develop facilitator guides, learner materials, assessments, and job aids.
• Partner with subject matter experts to translate technical information into effective learning content.
• Support the Training team by developing new learning assets and updating existing curriculum.

Knowledge Content & Rich Media Development (30%)

• Create, maintain, and publish customer-facing Help Center articles and internal knowledge documentation.
• Produce instructional videos, screen recordings, graphics, animations, and multimedia learning assets.
• Ensure published content follows established style guides, branding, accessibility, and quality standards.
• Optimize content for the Help Center, LMS, You Tube, and other digital platforms.
• Coordinate localization efforts for translated learning and knowledge content.
• Organize and maintain multimedia assets for reuse and future updates.

Content Governance & Continuous Improvement (10%)

• Support established content governance processes, templates, and documentation standards.
• Participate in periodic reviews to ensure training materials and Help Center content remain accurate and current.
• Assist with version control and documentation of content revisions.
• Recommend improvements based on stakeholder feedback, product updates, and operational needs.

Performance Support (10%)

• Partner with Quality Assurance, Operations, and Training to identify knowledge gaps and learning opportunities.
• Analyze quality trends, coaching feedback, and customer issues to recommend improvements.
• Assist in measuring learning effectiveness using learner feedback, assessments, and operational metrics.
• Recommend updates that improve learner engagement and customer self-service success.

Learning Technology Support (10%)

• Publish and maintain learning content within the Learning Management System.
• Maintain SCORM packages and assist with course updates and troubleshooting.
• Support administration of learning technologies and authoring tools.
• Recommend opportunities to improve learning delivery and content accessibility.

• Bachelor's degree in a related field or equivalent experience.
• 2+ years of instructional design, technical content development, or learning experience.
• Experience in a contact center, technical support, SaaS, or consumer technology environment preferred.
• Experience creating customer-facing knowledge base content preferred.

• Strong understanding of adult learning principles.
• Experience developing SCORM-compliant learning content for an LMS.
• Experience designing instructor-led, virtual, and self-paced training content.

• Excellent technical writing and editing skills.
• Ability to simplify complex technical concepts.
• Strong attention to detail and content accuracy.

• Experience producing instructional videos, graphics, screen recordings, and interactive learning assets.
• Video editing using professional software.
• Experience creating…