Practice Manager – Professional Services
ExtraHop
DNSNFSSQL
Manager, Knowledge Base
HighLevel
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and mentor a team of Knowledge Base Associates, providing guidance and professional development opportunities.
- Oversee the monitoring, auditing, updating, and creation of help documentation using customer feedback and direct experience to identify areas for improvement.
- Develop strategies for enhancing help documentation with video content and ensure its successful implementation by your team.
- Collaborate with the Product Marketing team to outline and prioritize large-scale content initiatives that benefit the customer base.
- Partner with Product Managers and the Development Team to coordinate the creation of documentation for new releases.
- Support and guide your team in executing product-related initiatives across internal teams.
Requirements
- Proven leadership skills, with a track record of managing and growing high-performing teams.
- A deep and broad understanding of the HighLevel platform and its applications.
- Exceptional writing and communication skills, with the ability to coach team members in translating technical features into user-friendly content.
- Strong organizational skills and the ability to prioritize and delegate tasks effectively.
- A customer-centric mindset with the ability to empathize with users and advocate for their needs.
- Attention to detail, ensuring all deliverables meet high-quality standards
- At least 3 years of experience in marketing communications, content creation, or a related field, with at least 1 year in a leadership or management role.
- Extensive experience using HighLevel products and services.
- A background in small/local business marketing.
- Demonstrated experience managing teams that produce “how-to” or help content.
- Proficiency with video editing tools (e.g., Camtasia, Screenflow, Capcut, Premier, Final Cut).
- Familiarity with graphic design tools (e.g., Photoshop, Canva).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
content creationmarketing communicationsvideo editinghelp documentationteam managementcustomer feedback analysistechnical writingcontent strategyhow-to content productionHighLevel platform
Soft skills
leadershipcommunicationorganizational skillscustomer-centric mindsetattention to detailcoachingempathyprioritizationdelegationteam guidance
