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technical writing quality assurance asana zendesk training📋 Description
- Lead a team of three specialists in writing, training, and QA.
- Define and execute a scalable training and enablement strategy.
- Partner with CS, Product, Eng, Marketing, and Revenue Ops to align with releases.
- Build and report OKRs, KPIs, and program health metrics for CX leadership.
- Establish documentation standards for human readability and AI ingestion (RAG).
- Own knowledge base governance: taxonomy, lifecycle, ownership, and deprecation.
🎯 Requirements
- 6+ years in knowledge management, support enablement, or related CX roles.
- 2+ years managing cross-functional initiatives.
- Experience with AI support tooling and content structure affecting AI performance.
- Experience with LMS platforms (Lessonly/Seismic) and CMS tooling preferred.
- Demonstrated SaaS documentation or training program development.
- Hands-on experience configuring or prompting AI support agents.
🎁 Benefits
- Healthcare, dental, and vision coverage
- HSA with company matching
- Paid parental leave
- Flexible vacation policy
- 401(k) with company match
- Hybrid work options with $500 home office stipend
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