About the Role
We are seeking a talented and experienced Technical Writer to join our dynamic customer education team at
Apollo.io . In this role, you will play a vital part in enhancing our customers' onboarding and education experience by creating exceptional knowledge base content.
If you have a passion for writing, a knack for simplifying complex concepts, and a strong background in product-led SaaS companies, we would love to hear from you.
Requirements
2-3 years experience at a product-led (self-serve) SaaS company in a technical writer or customer onboarding/education role
Extraordinary writing ability with a portfolio that demonstrates skill across a variety of mediums, including; self-help/knowledge base content, how-to articles, videos, and narrative work (preferred)
Capable project management skills; you will have many competing priorities and deadlines and must be able to manage your time well
Excellent cross-functional collaboration
Responsibilities
Work with cross-functional partners such as eng, product, PMM, support, and customer success to keep the Knowledge Base up to date, useful, and informative for Apollo's customers
Produce knowledge base content for new features and updated features including articles and videos (screencast videos and writer articles)
Maintain knowledge base content for existing features as changes are made to the product
Proactively identify and close knowledge gaps in our KB content to uplevel our KB and increase the number of users who turn to our docs for self-serve support
Outcomes
Release accurate knowledge base documentation for 100% of P0 and P1 product releases within your allocated product lanes within 24 hours of GA release.
Monitor, maintain, and uphold an article freshness score of less than 6 months for all documentation in your assigned product lanes on an ongoing basis within 1 year of hire.
Audit and maintain the content listed in the always-on help bar for feature pages within your allocated product lanes on a monthly basis.
Proactively reduce the backlog for documentation in your assigned product lanes by at least 50% within the first year of hire.
Own and address 10-15 ad-hoc KB-management requests per quarter.
Maintain KB excellence by QA editing 3-5 knowledge base articles from other product lanes on a weekly basis within 3 months of hire.
Collaborate with cross-functional partners to identify and address knowledge gaps in your product lanes and contribute to increasing self-serve resolution rates by 30% within 1 year of hire.
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