Technical Editor (all genders)

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

Knowledge Base Support:

• Content Creation: Write, edit, and standardize knowledge base articles to ensure clarity, accuracy, and consistency.

• Content Lifecycle: Oversee the content lifecycle, from initial drafting and review to publishing, updating, and archiving.

• Metadata Optimization: Implement SEO principles and metadata tagging to improve content searchability.

• User Feedback Integration: Regularly review article performance metrics and customer feedback to refine content.

Educational Resource Development:

• Develop a variety of formats (e.g., step-by-step guides, video tutorials, decision trees, …) tailored to diverse learning styles.
• Collaborate with subject matter experts to translate complex topics into simple, actionable content.

Standards and Governance:

• Define editorial standards and guidelines for the knowledge base, ensuring consistency across all content.
• Maintain adherence to branding, tone, and voice policies.

Collaboration and Stakeholder Engagement:

• Work closely with Customer Operations Managers, product teams, and success teams to ensure alignment of knowledge content with customer needs.
• Serve as a liaison between internal teams to address knowledge gaps and promote content adoption.

Performance Metrics and Reporting:

• Establish and track key performance indicators (KPIs) such as:
• Knowledge base usage statistics (views, bounce rates, goal completions).
• Article effectiveness (user ratings, resolution success rates).
• Format impact comparisons (e.g., video vs. article engagement).
• Present insights and recommendations to leadership for strategic improvements.

Continuous Improvement and Innovation:

• Lead efforts to enhance content accessibility and usability through advanced tools, e.g., AI-driven search enhancements or interactive elements.
• Conduct periodic audits of the knowledge base to identify outdated or underperforming content.

WE'D LOVE TO MEET YOU IF

• You are a tech-savvy individual who can communicate complex technical concepts to non-technical audiences.
• You know how to ensure the right content is displayed to the right user by strategically using SEO, content tagging, and data-driven content optimization.
• You love to innovate and want to bring innovation into educational approaches and formats to meet evolving customer needs.
• You want to leverage your in-depth knowledge of knowledge base software to identify content gaps and create comprehensive guides tailored to customer needs.
• You speak English fluently, and at least one of the following languages: Spanish, Italian, French or German.

EMPLOYEE BENEFITS YOU’LL LOVE