Who you are

• 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
• 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

What the job involves

• Clear, accurate, and scalable documentation is foundational to delivering a connected experience across our platform
• As Manager, Support Documentation, you will lead the strategy, governance, and operations behind our customer-facing documentation systems
• You will oversee a team of writers and documentation specialists, ensuring our knowledge base and support content are structured, reliable, and continuously improving
• This role is both strategic and operational, requiring strong systems thinking, content governance discipline, and cross-functional partnership
• 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

Benefits

• Reach your wellness goals with our benefits plan, discount on practitioner-grade supplements, and company-wide health and wellness programs
• Our dedicated DEIB Council ensures we advocate for equality and encourage positive change within ourselves and the community. We value the unique qualities and perspectives of our team
• You choose your own office with our Wherever You Work Well approach. Whether that’s in-person or at home, teams aren’t defined by geography. Output, not location, is our success metric so we also offer a flexible approach to your working hours, vacation, and personal days
• We empower each other to grow with lunch and learns, lean in circles, show-and-tells, and more. Everyone has something to learn and something to teach so we pride ourselves on growing as a team
• We're not just a company — we're a community. Team lunches, weekly town halls, birthdays, parties, and clubs are an essential part of our community and culture
• The health of our people relies on the health of our planet. We are certified carbon-neutral, taking our first big step in creating a more sustainable future