Lead and develop a team of technical writers and documentation specialists
Own documentation strategy, governance, and lifecycle management
Oversee publishing workflows and release documentation processes
Administer and optimize our Content Management System
Improve information architecture, taxonomy, tagging, and navigation structures
Use analytics to improve search success, article effectiveness, and self-service performance
Partner with Product, Engineering, Sales, and Support teams to align documentation with product evolution
Drive continuous improvement in knowledge management practices
Strengthen documentation processes that support AI-enabled support experiences

Requirements

3+ years of people management experience leading documentation or content teams
Strong knowledge management experience, including scalable information architecture
Hands-on experience managing customer-facing knowledge bases
Experience administering CMS platforms and optimizing publishing workflows
Experience using analytics and SEO insights to improve discoverability
Strong cross-functional collaboration skills
Clear written and verbal communication skills
Comfort operating in a fast-paced SaaS or technology environment
**Bonus points if you:**
Have experience with enterprise CMS or CCMS platforms such as Intercom, Paligo, Heretto, or Adobe Experience Manager
Have familiarity with accessibility standards such as WCAG
Have experience supporting AI-driven help center capabilities

Benefits

Flexible PTO & competitive pay
RRSP/401k match & stock options
Premium benefits package
Fullscript product discounts
Continuous learning opportunities
Hybrid & remote work flexibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

documentation strategyinformation architecturecontent management systemspublishing workflowsanalyticsSEOknowledge managementAI-enabled supportcustomer-facing knowledge basesaccessibility standards

Soft Skills

people managementcross-functional collaborationclear communication