Breville | Sage

Support Content and Training Specialist

Seattle, WA, US

Sponsorship not specifiedDetected 29 days ago

SalesforceCRMOnboardingCustomer Support

About the role

BRG is a manufacturer of high-end domestic appliances with emphasis on innovation and cutting-edge technology.
Within BRG, there is a sub-set of high-end coffee brands, namely Baratza LELIT, that make up the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.
The primary focus of the day-to-day responsibilities involve handling customer inquiries and escalations directly, with the remainder focused on the content, systems, and training work that equips the broader team to do their best work.

The BRG Specialty Coffee support team is known for providing people-focused care, the foundation of our renowned customer experience.
This role blends frontline customer support with behind-the-scenes work that keeps the team running well.
It is well suited to someone who is equally comfortable helping a frustrated customer and building the documentation or processes that help their teammates do the same.
Salesforce Knowledge Support Content Own the creation, maintenance, and continuous improvement of Salesforce Knowledge articles, ensuring content is accurate, accessible, and useful to both agents and customers.
Maintain the external Support Hub under the guidance of the Customer Support Manager, keeping published content current and well-organized.
Develop and maintain a library of support email templates and response guides.
Collaborate with the support team and product teams to identify content gaps and prioritize new articles or updates.
Ensure all support documentation follows established BRG guidelines and best practices.
Training Onboarding Develop and maintain a structured onboarding program for new support team members, covering team processes, workflows, and the tools and systems they will use day to day.
Deliver systems training to the broader team, ensuring everyone understands how to correctly use Salesforce and other platforms in the tech stack, including updates and new integrations as they roll out.

Our vision is to create a team where anyone who encounters us feels genuinely cared for, and each member is essential to making that a reality.
The Support Content Specialist plays a central role in making that vision possible.

Our goal is to enable customers to resolve any trouble they are having with their grinder or espresso machine quickly, so they can get back to brewing great coffee.
Monitor and respond to public customer reviews, ensuring timely replies and following up directly with customers when a review indicates an unresolved issue or requires further attention.

This listing is sourced directly from Breville | Sage's careers page and normalized into a canonical job model.