Senior Technical Writer at OnceHub

About the job
About OnceHub (www.oncehub.com):

• OnceHub (www.oncehub.com) is an innovative and thriving software-as-a-service company that focuses on streamlining scheduling and digital engagement processes for organizations globally.
• We're a team of passionate and driven individuals living and working remotely across 4 countries, driving innovation through shared ideas and fostering a collaborative culture. You will work remotely from home (in South Africa) with colleagues and stakeholders in multiple geographies.
• Learn more about our employee-led approach in our CEO video: https://www.oncehub.com/careers

About the Role:

• Reporting directly to the Head of Customer Success, you will be a pivotal leader in shaping and evolving OnceHub's knowledge architecture. This hands-on role requires a strategic thinker who can quickly grasp our product's intricacies and effectively translate complex information into clear, accurate, and engaging self-service resources for our clients. You will lead and mentor a small, dedicated team (typically 2 members) of competent CS team leads and valued members, empowering them to contribute high-quality content. You will also strategically tap into the broader Customer Success team's deep product expertise to enrich our knowledge base, ensuring maximum product adoption and customer success.

Responsibilities:

• Knowledge Architecture Strategy: Define and execute the overarching strategy for OnceHub's Knowledge Center, ensuring its structure, content, and delivery mechanisms are optimized for user discoverability, comprehension, and effectiveness.
• Content Creation & Curation: Quickly understand our product's features and functionalities to actively write, edit, and produce high-quality help articles, user guides, troubleshooting guides and FAQs. Directly create and oversee the production of engaging video tutorials and explainer content for our YouTube channel and Knowledge Center, ensuring all content effectively relays information to our clients.
• Team Leadership & Development: Lead, mentor, and develop a small, dedicated team (typically 2 members) of competent Customer Success team leads and valued members, empowering them to contribute high-quality content. You will also strategically tap into the broader Customer Success team's expertise to gather insights and enrich our knowledge base.
• Content Governance & Standards: Establish and enforce content guidelines, style guides, maintenance plans and best practices to ensure consistency, accuracy, and clarity across all knowledge assets. Manage the content lifecycle from creation to deprecation.
• Cross-functional Collaboration: Work closely with Product, Engineering, Customer Support, and Marketing teams to identify content needs, gather technical information, and ensure the Knowledge Center content aligns with product updates, customer feedback, and business objectives.
• Performance Analysis & Optimization: Utilize data analytics to monitor Knowledge Center usage, identify content gaps, and measure the impact of content on customer self-service, support deflection, and product adoption. Implement data-driven improvements.
• Platform Management: Oversee the effective utilization of our knowledge base platforms and tools, exploring new technologies or features to enhance content delivery and user experience.
• Information Architecture: Design and maintain a logical and intuitive information architecture for the Knowledge Center, ensuring content is easily navigable and searchable.

Requirements:

• Exceptional written and verbal communication skills.
• Minimum of 5 years of leadership experience in a similar role within a B2B SaaS environment, specifically managing technical content, knowledge bases, or help centers for technology products.
• Proven experience in developing and implementing knowledge architecture and content strategies.
• Demonstrated ability to both lead a team of content creators and actively produce high-quality technical documentation and video content.
• Demonstrated ability to quickly understand complex software products and translate technical information into clear, user-friendly content for various audiences.
• Strong understanding of customer support principles and how effective self-service content contributes to customer success.
• Experience with content management systems (CMS), knowledge base platforms, Learning Management Systems (LMS) and video production tools.
• Excellent analytical skills with the ability to use data to inform content decisions.
• Strong project management and organizational skills with the ability to manage multiple priorities in a fast-paced, remote environment.
• Experience leading and managing remote teams is highly desirable.
• A degree from a reputable university.
• Must be based in South Africa.
• Ideally, experience working within a Product-Led Growth (PLG) company.

Bonus Points:

• Experience with specific customer support software and CRM systems, such as Zapier, Hubspot and Infusionsoft.
• Demonstrated ability to translate complex technical concepts into easily understandable language for a diverse audience.
• Experience in instructional design tools such as Articulate 360.

Apply because you want to...

• Work in a modern SaaS, Product-led company
• Work remotely from home, saving you commuting time and promoting work-life balance
• Get exposure to working with stakeholders on a global level across different industries
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Join a fantastic organizational culture that places learning at the center of what we do
• Receive a competitive salary
• Work in a multicultural environment