Job Title : Customer Education Specialist

Reports to : Customer Education Manager

Location: Las Vegas or Remote

Summary:

The Customer Success Education Specialist is responsible to assist developing and delivering high‑quality educational programs that enable customers to effectively adopt and utilize Pavilion Payments products. This role will report to the Customer Education Manager. This role ensures that customers receive clear, accurate, and timely training resources that support their long‑term success. The Specialist collaborates closely with Relationship Managers, Product Management, Support, and Marketing to maintain a consistent and comprehensive customer enablement strategy. As an Education Specialist, you are the face of Pavilion Payments on the casino floor. You don't just educate; you empower casino cashiers and managers to handle millions of dollars in transactions with confidence.

Key Responsibilities

• Assist the Customer Education Manager to design, develop, and maintain customer education materials, including product documentation, training guides, video tutorials, webinars, and structured learning paths.
• Will be working directly in casino cage environments, providing hands-on training in fast-paced, 24/7 operational settings
• Build strong relationships with casino personnel, understanding their operational challenges and providing tailored training solutions.
• Ensure casino staff are proficient in using reconciliation tools, generating daily financial reports, and resolving common transactional discrepancies.
• Develop detailed project plans and training syllabi in preparation for each engagement, ensuring timely execution and client readiness.
• Serve as a trusted advisor and professional representative of Pavilion Payments during all client interactions.
• Lead and facilitate customer onboarding sessions, product training workshops, and ongoing educational initiatives.
• Maintain and optimize the company’s knowledge base and learning management systems to ensure content accuracy, accessibility, and alignment with product updates.
• Evaluate customer learning needs through data analysis, feedback, and collaboration with internal teams to identify opportunities for improved enablement.
• Tailor complex product features and workflows into clear, concise, and user‑friendly educational content for casino consumption.
• Translate complex financial software workflows into simple, repeatable 'cheat sheets for frontline casino staff.
• Partner with Relationship Managers to support customer adoption, retention, and expansion through targeted training resources.
• Assist the Customer Education Manager with collaborating with Product and Support teams to ensure training materials reflect current functionality and best practices.
• Coordinate with Technical Support and Implementation teams to escalate and resolve any major client concerns.

Qualifications

• 1 - 2 + years of experience in customer education, training, instructional design, or enablement within a SaaS or B2B software environment.

• 1+ year’s in the Gaming industry

• Up to 50% travel required

• Professional experience in customer education, instructional design, customer success, or related discipline.

• Strong written and verbal communication skills, with the ability to simplify complex concepts for diverse audiences.

• Familiarity with FinTech platforms and customer lifecycle principles.

• Proficiency with learning development tools, including LMS platforms, screen‑capture software, and content‑authoring applications.

• Demonstrated ability to manage multiple projects, prioritize effectively, and work cross‑functionally in a fast‑paced environment.

• Commitment to delivering high‑quality educational experiences that support customer satisfaction and product adoption.

Perks & Benefits!

• A great company that is focused on team building, and career pathing for its team!
• Join a team that is fun, friendly, and customer-focused!
• Excellent employee benefits package - Health, Dental, Vision, 401k match, and more!

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department