Help Center Lead

📋 Description

• Write and maintain Help Center articles; own high-priority launches.
• Improve information architecture, taxonomy, localization, and SEO for self-serve.
• Champion in-app help; surface contextual guidance from product surfaces.
• Provide editorial direction and lead by example for quality content.
• Establish knowledge lifecycle processes and prioritize content requests.
• Define and drive KPIs (self-serve rate, search success, freshness).

🎯 Requirements

• 7+ years in user education or knowledge management with a public Help Center.
• Expert writing skills; distill complex tech into user-friendly guidance.
• Experience designing information architecture and content structures for discoverability.
• Proficient with analytics and experimentation for Help; turn insights into roadmaps.
• Experience with Help Center platforms: CMS, search, translation management, AI tools.
• Strong program management and stakeholder communication across CX, Product, and Marketing.

🎁 Benefits

• On-site role in SF/NYC with anchor days.
• Collaborative, cross-functional product/content teams.
• Opportunity to lead a high-impact, global Help Center.
• Inclusive, diverse, equal‑opportunity workplace culture.
• Growth opportunities in a fast‑growing SaaS company.
• Supportive environment with access to editorial resources.