Job DetailsJob Location: Remote - Remote, MA 02129Position Type: Full TimeSalary Range: $63,444.00 - $85,680.00 SalaryJob Shift: AnyThe Appalachian Mountain Club (AMC) is a 150-year-old conservation nonprofit focused on outdoor recreation from Maine to Virginia. With over 30 lodges, huts, and volunteer camps & cabins, we believe that by getting people outdoors, we unlock and deepen our community’s commitment to conservation. We partner with local communities, outdoor brands, and government entities to expand our community’s impact.
This is an important moment at The Appalachian Mountain Club. We are on a journey to transform and scale our technology to better meet the needs of our members, volunteers, guests, and staff. Having modern, versatile, easy-to-use technology is critical to our mission to get more people outdoors.
AMC seeks a collaborative Technical Enablement Specialist to own the systems, content, and AI capabilities that power effective technology enablement across our organization. In this role, you will design and configure tools that support and empower staff, volunteers, and members to support AMC’s digital transformation. You will build a living knowledge base, introduce AI-assisted guidance, and drive adoption of new and maturing technology to make finding answers and solving problems faster and easier.
What AMC is Looking For
AMC encourages all interested candidates to apply, even if they do not meet every listed qualification. If you have a passion for the outdoors and believe your skills and experiences align with this role, we welcome your application.
Knowledge management (lead)
• Develop and own a knowledge base for wide variety of functions across AMC.
• Leverage knowledge of AMC’s technology stack to publish clear, concise, high-value KB articles and micro-videos to increase customer satisfaction and reduce repeat issues for maturing systems.
• Build a unified support model through shared article templates, taxonomies, and analytics.
Enablement platform configuration (owner)
• For the AMC community, design and configure ticketing, request forms, queues, SLAs, automations, and routing. • Implement unified categories/tags and dashboards for cross-team visibility (volumes, CSAT, backlog, deflection).
• Ensure tools evolve with business needs through iterative improvement and feedback loops.
AI enablement (agent assist & in-app guidance)
• Build/curate prompt libraries tied to KB; enable agent snippets and draft reply suggestions with guardrails.
• Pilot in-app checklists/tooltips to guide users through high-impact tasks in staff & constituent portals.
• Partner with stakeholders to ensure responsible use of AI, with attention to data privacy, tone, and accuracy.
Cross-team alignment & enablement
• Plan and deliver targeted technical enablement for new and evolving tools including “first success” scenarios and short assessments.
• Run office hours and engaging lightning trainings; grow technical champions within each department.
• Collaborate with teams across the organization (learning & development, marketing, membership, customer support, volunteer relations) to build support journeys for diverse groups including staff, volunteers, and visitors.
• Facilitate retrospectives, manage product backlog, and publish a monthly support & adoption report.
QualificationsWhat AMC is Looking For
• 2–5 years in technology enablement, knowledge management, or digital adoption for multi-team environments supporting enterprise SAS platforms; nonprofit/member org a plus.
• Demonstrated ability to support technology adoption during periods of digital transformation
• Excited about building new systems, iteratively improving existing ones, and flexibly responding to evolving business requirements.
• Curiosity and partnership building skills to grow a deep understanding of user needs and ensure solutions meet those needs. Energized by collaborating across the organization.
• Proven training delivery and documentation experience with strong writing and facilitation skills.
• Hands-on experience with at least one ticketing system or knowledge management tool (e.g. Salesforce Service Desk, Zendesk, Jira Service Management, Articulate, Confluence)
• Comfortable with analytics; ability to build simple dashboards.
• Understanding of large language model concepts, including prompting, capabilities, and limitations.
• A passion for AMC’s mission!
• Experience implementing AI-assisted support (agent assist, prompt libraries) with attention to data privacy and tone.
• Experience creating in-app guidance tools or embedded help components.
• Prompt engineering for agent assist; experience with Copilot/ChatGPT/Claude/Einstein/Bedrock or similar in support contexts.
• Experience with Salesforce/Experience Cloud, WordPress, Marketing Cloud/email, Maestro (or similar multi-location PMS) platforms.
• Basic HTML/CSS to polish KB articles.
What AMC Can Offer You:
Salary range: $63,444 - $85,680
We are committed to fair compensation practices, and we encourage qualified candidates to apply. The initial salary represents our starting point, and our compensation philosophy is designed to reward and recognize the contributions of our employees as they grow within the organization. External candidates typically begin their journey with us at the starting point of the salary range. The final compensation offer will be based on factors such as experience, education, skills and geographic differential relevant to the position, and will be discussed during the interview process.
Benefits
Health Plan: Generous employer contributions with optional vision and dental.
Other Insurance: 100% employer paid life insurance, AD and D insurance, long term disability.
Career Progression: The potential to have annual compensation reviews commensurate with performance and effort.
Retirement: Voluntary 403(b) with 4% matching employer contributions and a vesting schedule.
Paid Time Off: up to 4 weeks of paid earned time and up to 11 paid company holidays.
Other Team Member Perks:
30% discount on AMC Merchandise
Free Annual AMC Membership
10 Free nights at AMC locations
Educational Assistance
Prodeals discounts on equipment and gear and more!
To Apply: Please include a resume and letter of interest.
AMC encourages all interested candidates to apply, even if they do not meet every listed qualification. If you have a passion for the outdoors and believe your skills and experiences align with this role, we welcome your application.
The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility that serves children, disabled persons, or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.
