🛠 Tech Stack

💼 About This Role

You'll lead the self-service strategy across the Help Center and chatbot, designing information architecture and AI-driven knowledge systems for SurveyMonkey. Your core impact will be reducing transactional contacts while maintaining strong customer satisfaction. This role stands out for blending hands-on content and chatbot management with team leadership.

🎯 What You'll Do

• Execute the self-service roadmap for Help Center and chatbot
• Audit and evolve IA, taxonomy, and metadata for AI optimization
• Oversee chatbot conversational design and improvements
• Lead cross-functional collaboration with Support, Product, and Engineering

📋 Requirements

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy
• Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots
• Experience with HTML/CSS and analytics tools to track user behavior

✨ Nice to Have

• Experience with AI tools for content drafting and translation
• Background in SaaS product environments

🎁 Benefits & Perks

• 🏖️ Paid time off and paid holidays
• 🏥 Medical, dental, vision, life, and disability insurance
• 💰 401(k) retirement plan and flexible spending health savings account
• 📈 Bonus and commission opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min