Technical Writer

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. Apollo.io is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us.

About the Role

We are seeking a talented and experienced Technical Writer to join our dynamic customer education team at Apollo.io. In this role, you will play a vital part in enhancing our customers' onboarding and education experience by creating exceptional knowledge base content.

If you have a passion for writing, a knack for simplifying complex concepts, and a strong background in product-led SaaS companies, we would love to hear from you.

Requirements

• 2-3 years experience at a product-led (self-serve) SaaS company in a technical writer or customer onboarding/education role
• Extraordinary writing ability with a portfolio that demonstrates skill across a variety of mediums, including; self-help/knowledge base content, how-to articles, videos, and narrative work (preferred)
• Capable project management skills; you will have many competing priorities and deadlines and must be able to manage your time well
• Excellent cross-functional collaboration

Responsibilities

• Work with cross-functional partners such as eng, product, PMM, support, and customer success to keep the Knowledge Base up to date, useful, and informative for Apollo’s customers
• Produce knowledge base content for new features and updated features including articles and videos (screencast videos and writer articles)
• Maintain knowledge base content for existing features as changes are made to the product
• Proactively identify and close knowledge gaps in our KB content to uplevel our KB and increase the number of users who turn to our docs for self-serve support

Outcomes

1. Release accurate knowledge base documentation for 100% of P0 and P1 product releases within your allocated product lanes within 24 hours of GA release.
2. Monitor, maintain, and uphold an article freshness score of less than 6 months for all documentation in your assigned product lanes on an ongoing basis within 1 year of hire.
3. Audit and maintain the content listed in the always-on help bar for feature pages within your allocated product lanes on a monthly basis.
4. Proactively reduce the backlog for documentation in your assigned product lanes by at least 50% within the first year of hire.
5. Own and address 10-15 ad-hoc KB-management requests per quarter.
6. Maintain KB excellence by QA editing 3-5 knowledge base articles from other product lanes on a weekly basis within 3 months of hire.
7. Collaborate with cross-functional partners to identify and address knowledge gaps in your product lanes and contribute to increasing self-serve resolution rates by 30% within 1 year of hire.