Contact: Veronica Orsini, e-mail: [email protected]
Manage and optimize the company's Help Center and other knowledge resources for customer experience (CX) to ensure comprehensive and user-friendly content for both users and internal teams.
Develop and implement a knowledge management strategy that improves self-service, agent efficiency, and cross-team collaboration.
Create, update, and enhance documentation, frequently asked questions (FAQs), troubleshooting resources, and best practices to align with product updates and user needs.
Collaborate with product management, customer support, and internal product experts to create accurate, relevant, and highly effective content.
Manage translations and localization of Help Center content for Spanish in LATAM and Brazilian Portuguese, ensuring consistency and quality.
Track documentation performance using tools such as Google Analytics and Zendesk Explore and apply insights to improve content strategy and user experience.
Oversee configuration and optimization of knowledge management platforms, including Zendesk Guide, Intercom FIN, and other documentation tools.
Continuously improve the structure, navigation, and accessibility of the Help Center to empower users and support successful self-service adoption.
EXPERIENCE
WHAT YOU BRING:
Bachelor's degree in Communications, Education, Business, Technology, or a related field (or equivalent experience).
3+ years of experience in customer service, customer success, customer education, or other CX teams, preferably in a SaaS or PLG environment.
2+ years of experience in technical writing, content management, or knowledge management, preferably in a SaaS or PLG environment.
Experience creating content suitable for AI chatbots, ensuring clarity and adaptability for automated responses.
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Excellent command of English – both written and spoken (knowledge of Spanish or Portuguese is an advantage).
Ability to translate technical concepts into understandable language for diverse audiences.
Strong organizational and project management skills, ability to manage multiple priorities in a dynamic and fast-paced environment.
Data-driven mindset, with experience using analytics to improve content performance and user satisfaction.
Collaborative team player with cross-team reach who thrives in a team-focused environment.
Technical proficiency: Zendesk, Intercom FIN, Google Analytics, HTML/CSS.
Demonstrable success in developing and scaling knowledge base content, user empowerment strategies, or similar customer education/self-service initiatives.
Experience localizing content for global audiences, including managing translation and adaptation processes.
Knowledge of Help Center platform management (e.g., Freshdesk, Zendesk, Intercom) and basic HTML/CSS knowledge.
Experience with search engine optimization (SEO).