🛠 Tech Stack

💼 About This Role

You'll lead the self-service strategy across SurveyMonkey's Help Center and chatbot. Your core impact is ensuring customers get the right answer quickly through content, automation, or seamless handoff, while reducing transactional contacts and maintaining high customer satisfaction. You'll lead a team of technical writers and conversational designers in an AI-driven support environment.

🎯 What You'll Do

• Execute the self-service roadmap for Help Center and chatbot
• Audit and evolve information architecture for AI readiness
• Oversee conversational design and chatbot improvements
• Manage end-to-end content lifecycle and quality
• Analyze search trends and user behavior data

📋 Requirements

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred)
• Proficiency in Zendesk Guide, Salesforce, and conversational AI platforms (Ada, Intercom)
• Strong information architecture skills and data-driven strategy
• Hands-on ability to manage content and chatbot flows directly

✨ Nice to Have

• Experience with HTML/CSS, templating, and analytics tools
• Previous team leadership or coaching experience
• Experience working in a hybrid environment

🎁 Benefits & Perks

• 🏖️ Paid time off and paid holidays
• 🏥 Medical, dental, vision, life, disability insurance
• 💰 RRSP matching and flexible spending health savings account
• 🧠 Employee assistance program and other company benefits

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Case Interview· 60 min