Customer Experience Knowledge Management Specialist

Summary

Join Doist as a Knowledge Management Specialist and leverage your creativity to foster a memorable customer experience. You will create educational content, build information architecture, and support customers with diverse technical skills. Experience with AI tools for content creation and supporting a SaaS product is essential. You will collaborate with various teams to ensure a seamless user experience and proactively address customer challenges. This fully remote role offers competitive pay, flexible scheduling, and generous benefits, including extensive paid time off and professional development opportunities.

Requirements

• Has 4+ years of experience in technical writing, product-related content creation, or similar role in SaaS Tech with a focus on educating customers with different forms of media, including live during calls
• Has 2+ years of experience in technical customer service for a product-led SaaS product
• Has strong on-camera presentation skills with experience creating engaging product demos, walkthroughs, and other video content
• Has extensive experience and knowledge mastering a product and loves knowing all its ins-and-outs
• Is unafraid to experiment with new types of media to enhance the user experience
• Gets energized by talking with customers and better understand their challenges
• Communicates clearly no matter your audience (internal or external)
• Continuously refines your craft, embraces new challenges, and raises the bar for customer experience
• Brings confidence, pragmatism, and positivity to your work

Responsibilities

• Help customers troubleshoot their issues and get a pulse of the challenges they’re facing
• Create user-centered resources that build trust and encourage product adoption
• Publish videos to showcase how to get the most out of features and how to set up workflows
• Identify patterns in support tickets to proactively address common questions
• Collaborate with Doisters across the company to identify documentation needs
• Leverage AI tools strategically to streamline and enhance content creation
• Review and improve existing documentation based on user and internal feedback
• Ensure consistency across all help materials in tone, style, and formatting
• Support new feature rollouts with timely and comprehensive documentation

Benefits

• We work remotely and mostly async from anywhere
• Design your own schedule. Work during the time of day that’s best for you. Doisters are encouraged to work 8-hour days and no more than 40 hours/week
• Competitive pay. Our formula-based salaries are calculated based on industry-benchmarked skills and geographical location – no stressful negotiation required
• Continue your education. You’ll have a recurring budget to spend on attending conferences, taking courses, and purchasing books
• Collaborate in person at retreats. Our team- and company-wide retreats are unforgettable. The connections that we make in person inspire us throughout the year
• Cozy up at a coworking space. Find a coworking space that’s right for you and Doist will provide a monthly stipend towards this cost
• Subscribe to apps and services. You’ll have a monthly budget to spend on services that help you do your job: home internet, work apps, music subscription, etc
• Purchase the hardware you need. Every Doister has access to a recurring budget to spend on work-related equipment
• Recharge with generous time off. Doisters get 8 weeks (40 days) of vacation per year to use as they wish on vacations and national holidays
• Spend time with your new baby. New parents receive 5 weeks of paid parental leave in addition to 13 weeks of paid pregnancy-related medical leave
• Invest in your health and wellness. Take care of yourself with a monthly budget for things like a gym membership, healthy snacks, massages, health insurance, etc