Knowledge Base Manager

Company and Job Overview

Userpilot helps teams personalize the product experience at scale. With a fully customizable product experience layer that sits on top of the UI, product teams can quickly create contextual user experiences that trigger for the right person at the right stage of the user journey. This can help teams optimize for user activation and maximize feature engagement. There is nothing more powerful than engaging users with a feature when it's actually relevant; something that cannot be done with a static UI that never changes.

The Knowledge Base Manager is responsible for developing, managing, and maintaining the company's knowledge base to ensure that accurate and relevant information is easily accessible to both internal teams and customers. This role involves curating content, implementing best practices for knowledge management, and working with teammates across various departments to update and improve the knowledge base regularly.

The Role

1- Update existing knowledge base articles and create new articles when new features are released/updated

2- Collaborate with the product, support, and development teams to gather insights on feature updates and ensure all knowledge base content is accurate and up-to-date.

3- Create engaging and easy-to-understand documentation, including how-to guides, troubleshooting tips, and FAQs, to help users maximize the value of the product.

4- Regularly review and audit existing articles to identify gaps or outdated information, ensuring continuous improvement in user assistance.

5- Monitor user feedback and analytics to identify common pain points and proactively update the knowledge base to address user needs.

6- Support the customer success team by providing relevant documentation and resources to assist with client inquiries and onboarding.

7- Ensure consistency in terminology, style, and tone across all knowledge base materials.

Requirements

• Excellent written and verbal English
• Proven experience in creating and managing technical documentation or knowledge bases, ideally in SaaS or tech environments.
• Strong understanding of product and user experience, with the ability to translate technical concepts into clear, user-friendly language.
• Excellent writing and editing skills, with attention to detail.
• Ability to collaborate cross-functionally with various teams including product, development, and customer success.
• Familiarity with content management systems (CMS) and knowledge base software.
• Analytical mindset, with the ability to use data and user feedback to continuously improve documentation.
• Self-starter with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Basic understanding of HTML/CSS is a plus but not required.