Knowledge & Training Specialist

Overview 

We’re Elvie – a pioneer in the FemTech industry, developing cutting-edge smart technology to transform previously overlooked categories like breast pumping and pelvic floor health. Our mission is to empower women through radical, female-first innovation, breaking taboos and challenging stigma along the way.

 

Elvie recently joined forces with Willow, a fellow leader in FemTech and maternal health based in the U.S. This powerful combination brings together two iconic brands, combining a market-leading product portfolio with teams of world-class engineers, designers, and commercial experts. Together, we're set to shape the future of maternal health on a global scale. As we embark on this exciting new transitional chapter, this role will play a pivotal part in helping to define and deliver our vision across international markets.

 

As the Knowledge & Training Specialist on the Customer Care team, you’ll be at the heart of empowering our agents to deliver confident, compassionate support to Elvie and Willow customers. You’ll own the development and maintenance of agent-facing knowledge, training programs, and enablement tools—ensuring our teams are equipped to handle any inquiry with clarity and care. You’ll also contribute to broader internal initiatives, supporting cross-functional alignment and ensuring the customer perspective is well represented.

 

Reporting to the Director of Customer Care and collaborating closely with cross-functional partners, you’ll drive initiatives that make complex information easy to navigate, surface insights from the contact center to inform business decisions, and advocate for the agent experience at every step. 

 

Location: Hybrid;; a mix of working from our Bristol or London office & working remotely 

Employment Type: Permanent (Right to work in the UK required)

What you’ll be doing: 

• Knowledge Management: Maintain an accurate, easy-to-navigate knowledge base that supports agents across all inquiry types, covering product guidance, policies, and procedures. Share approved policy and product resources with other customer-facing teams as needed to ensure consistency and alignment.
• Training & Enablement: Develop and evolve onboarding and ongoing training programs in partnership with our outsourced partner, ensuring agents have the tools and skills they need to succeed. Provide relevant customer care insights and resources to support internal new hire training across the business.
• Innovative Content Delivery: Use fresh, engaging formats—including guided workflows and digital tools—to clearly communicate complex information to both customers and agents.
• Voice of the Customer (VoC): Lead our internal VoC program, analyzing contact centre feedback and customer data to spotlight trends, surface issues, and drive improvements across the business.
• Cross-Functional Collaboration: Partner with teams across Elvie to ensure knowledge content is accurate, current, and aligned with business goals.
• Agent Advocacy: Regularly engage with agents to gather feedback, identify pain points, and ensure their voices inform our processes, tools, and training.
• Content Optimization: Review and refine agent resources for tone, accuracy, and consistency.
• Launch Readiness: Project manage the knowledge and training aspects of new product launches—ensuring all agent content, workflows, and training are in place, and reporting post-launch on contact trends and customer challenges.
• Special Projects: Support additional initiatives based on evolving business needs.

 

What you’ll bring: 

• Ideally a minimum of 4 years of experience in a customer service or contact centre environment;
• Proven experience designing and delivering training programs;
• Strong knowledge management skills, with a passion for content accuracy and usability;
• Experience building process flows and using AI or decision trees to create guided workflows;
• Familiarity with call centre tools and CRM systems;
• Exceptional communication skills, with expertise in converting technical concepts into consumer-friendly language; 
• A proactive, problem-solving mindset and a commitment to continuous learning;
• Strong sense of ownership, and thrives in ever-changing environments.

The benefits you’ll get: 

We're on an exceptional journey. And we can offer you a genuinely purpose-led career with a culture built on trust, autonomy, and flexibility. In addition, we'll give you:

 

• 9-day fortnight working pattern - for our full time employees we work 9 days every fortnight with every other Friday as a non-working day for you to spend as you wish.
• Lots of flexibility: whether it’s working from home, doing the school run, or life admin. We believe trust and flexibility allows everyone to show up as their best selves. 
• 25 days’ annual leave, plus bank holidays.
• Life leave days; getting married, moving house, menopause or just things that you can’t put a label on that matter to you.
• 5=10 leave: 10 days’ additional leave on your 5th and 10th years of service.
• Generous parental leave policies; maternity & adoption (16 weeks at full pay, then 8 weeks paid at 75% followed by 15 weeks at SMP rate), paternity/partner (6 weeks at full pay to take at any point during the first year of your child’s life), shared parental leave.
• Healthcare plans, life insurance, and an employee assistance program for you and your family.
• A tax-efficient group pension scheme.
• Group income protection; protect your salary if you get sick.
• Generous employee and friends & family discounts on Elvie products.
• Wellbeing support from YuLife and access to SmartHealth app with unlimited GP appointments for you and your family.

 

What you can expect after you’ve applied:

A member of our team will reach out to you after they have reviewed your application. You must ensure your application is completed correctly.

We do often receive a large number of applications for our roles, please don’t let visibility of this deter you from applying. We review and aim to respond to every application.

 

We would like to get to know you through your background, attitude, experience and understand your motivation to work with us. Our interview process varies depending on the position.

 

This is an exciting time to join Elvie. You’ll have a voice, make an impact, and have the opportunity to mould your role. So be ready to learn, have fun, and be inspired by our passionate, talented team - having a sense of humour helps too.

 

Belonging at Elvie

 

At Elvie, we value building broad, diverse and inclusive teams - because we believe everyone being able to show up authentically at work is key to our success. We encourage people from all backgrounds to apply and we don't discriminate based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability or age. 

 

If you would like more information about the role (including salary) or need any support with your application please feel free to get in touch by email recruitment@elvie.com.