🛠 Tech Stack

💼 About This Role

You'll own all customer-facing help centers across 33+ SaaS products, ensuring quality and accuracy. You'll drive self-service adoption and ticket deflection through structured content audits and AI-assisted workflows. This role partners with Support, Product, Engineering, and Customer Education to deliver always-current documentation.

🎯 What You'll Do

• Define and maintain content standards, taxonomy, and article templates
• Establish content audit cadence to identify outdated or underperforming articles
• Build dashboards tracking knowledge base health metrics
• Serve as liaison between Support, Product, Engineering, and Customer Education
• Manage intake process for product launch-related knowledge base updates

📋 Requirements

• 3–6 years of experience in knowledge management or technical writing
• Demonstrated experience owning a customer-facing knowledge base at scale
• Strong content writing skills with portfolio showing complex-to-clear translation
• Hands-on experience using AI tools (ChatGPT, Claude, etc.) for content workflows

✨ Nice to Have

• Experience with content analytics: search performance, deflection rate
• Familiarity with knowledge base platforms like Zendesk, Confluence, Guru
• Data-informed approach to prioritization using ticket trends and satisfaction scores

🎁 Benefits & Perks

• 🏖️ Remote-first work environment
• 🏥 Health insurance coverage
• 📈 Growth at a critical company inflection point
• 🤖 AI-forward culture with tooling to build AI-assisted workflows

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical/Portfolio Review· 60 min