Key Responsibilities:

Develop and execute a content strategy for the help center that aligns with the company's overall business objectives and product offerings.
Create and manage a repository of self-service resources, including FAQs, user guides, how-to articles, videos, and troubleshooting documentation.
Optimize content for SEO to improve discoverability in search engines and enhance user experience.
Ensure content is accurate, up-to-date, and user-friendly and regularly audit help center content to ensure it reflects the latest product updates and user feedback.
Monitor the performance of help center content (e.g., page views, user satisfaction) and use data-driven insights to improve content quality and relevance.
Work closely with customer support, product, and marketing teams to understand common user issues and product updates and translate these into effective content solutions.
Collaborate with the UX and design teams to ensure content is presented in a clear and accessible manner.
Liaise with the localization team to ensure that help center content is available in relevant languages and regions.
Act as a point of escalation for any content-related issues encountered by customer support agents.
Manage content editors and oversee the content creation process, including scheduling, content review, editing, and publication.
Implement content governance standards, ensuring consistency in tone, voice, and style across all help center materials.

You'll be set up for success if you have:

Masters degree in communications, English, Journalism, Technical Writing, or a related field.
5+ years of experience in content management, technical writing, or a similar role, ideally within a SaaS or technology-driven company.
Proven ability to develop content strategies that drive customer satisfaction and reduce support tickets.
Strong writing, editing, and proofreading skills, with the ability to distill complex technical information into simple, user-friendly language.
Familiarity with content management systems (CMS) and help desk software such as Zendesk.
Experience with SEO principles and tools such as Google Analytics or SEMrush.
Strong project management skills and the ability to manage multiple projects simultaneously.
Experience working with cross-functional teams and managing stakeholder relationships.
Knowledge of customer support practices and experience working closely with customer support teams.

Preferred Skills:

Personal Attributes:

Detail-oriented, with a commitment to producing high-quality, accurate content.
Customer-focused with a strong desire to help users solve problems independently.
Excellent communication and collaboration skills.
Able to work independently and prioritize in a fast-paced environment.

Content Lead