People Operations Analyst
Alpaca
Spark
Job Level
Mid-LevelSenior
Tech Stack
Spark
About the role
- Own and manage Swoogo’s Help Center, ensuring content is accurate, organized, searchable, and continuously improved.
- Write, edit, and publish support articles, FAQs, and guides that make technical workflows easy for customers to understand.
- Manage Swoogo’s in-app education tool (Appcues), creating onboarding flows, tooltips, release announcements, and product walkthroughs that drive adoption.
- Collaborate with Product Managers and Support to translate technical details into customer-friendly content.
- Develop and maintain content standards, voice, and style guidelines for support and education resources.
- Analyze Help Center and Appcues data to identify gaps in customer understanding and proactively address them.
- Establish a ticket deflection strategy working alongside our Support team.
- Collect feedback from Customer Success, Support, and customers themselves to evolve educational resources.
- Establish operational metrics ex: self-serve ratio.
Requirements
- 3–5 years of experience in technical writing, customer education, or product enablement in a SaaS or technology environment.
- Proven ability to write and edit clear, customer-friendly documentation.
- Experience managing a knowledge base or Help Center platform (e.g., Zendesk, Intercom, Help Scout, or similar).
- Familiarity with in-app education or onboarding tools (Appcues, Pendo, WalkMe, or equivalent).
- Strong organizational skills—you love structuring content so it’s intuitive and easy to navigate.
- Excellent communication skills; you can adapt tone and format depending on the audience and channel.
- Comfort collaborating with cross-functional teams in a fast-paced environment.
- Ability to use analytics and engagement data to improve content strategy.
