Senior Technical Content Manager

📋 Description

• Own the end-to-end lifecycle of Help Center content.
• Apply content style guides and governance standards.
• Conduct regular content gap analysis and maintain a content roadmap.
• Collaborate with Product/Engineering to align docs with releases.
• Moderate and manage customer community platform; respond to posts.
• Own the knowledge base for the AI support bot; write and update training content.
• Analyze AI interactions for patterns and gaps; translate findings into content improvements.
• Maintain SOPs for KB creation, community moderation workflows, and frontline error reporting.

🎯 Requirements

• 5+ years in technical writing, knowledge management, or content strategy in SaaS.
• Proven experience training or maintaining an AI support bot.
• Strong technical writing; translate complex product behavior to clear docs.
• Ability to work independently and manage multiple priorities.
• Comfort working cross-functionally with engineers, PMs, and support teams.
• Exceptional written communication; clear, concise, and audience appropriate.
• Ability to work ET hours overlap.
• Eligible to work in the US or Canada without sponsorship.
• Bonus points: HTML, CSS, and Markdown knowledge.
• Bonus points: Zendesk Knowledge, Confluence, Canny, Discourse familiarity.

🎁 Benefits

• Promotion path based on performance and results.
• Smart colleagues who work hard and have a good time.
• Paid company-wide week off at year end.
• Flexible Vacation Policy.
• Awesome company swag.
• Full medical, dental, and vision benefits for US/UK/Canada employees.
• Short-term disability and life benefits; long-term disability available.
• Retirement savings with company matching.
• In-person annual gatherings; Dominican Republic beach trip.