The Training team is looking for a versatile and experienced individual to maintain the success of Weave’s customer help center and internal knowledge database.
In this role, you will be responsible for driving customer product education and self service through the day-to-day content creation, oversight, and management of Weave Help, Weave’s online product knowledge base. You will also be responsible for internal knowledge base management and content development. You will partner closely with training and enablement partners to develop clear and consumable content.
- Hybrid position: T/W in office and M/Th/F are WFH.
- Reports to: Training Content Manager
What You’ll Do:
- Manage the day-to-day operations of Weave Help and the internal knowledge database including writing and editing step-by-step, how-to articles, site management, user engagement, analytics, and reporting
- Leverage customer data and internal subject matter experts to identify product knowledge gaps then create step-by-step, how-to articles to address them
- Collaborate with videographers, graphic designers, and others to create videos, screen recordings, collateral and other resources needed for Weave Help
- Manage the designated internal knowledge database and reference library, including content creation and taxonomy, site maintenance, integrations and permissions, and employee feedback loop, ensuring ease of use, accuracy, and scalability
- Partner closely with the Product team on the product release and develop Weave Help and internal resources to educate customers and internal audiences on new features and functionality
- Ensure a smooth workflow and coordination between the designated internal knowledge base and other employee knowledge bases and technology platforms
- Partner with SMEs to migrate and consolidate content from other sources (like Google docs) to designated internal knowledge base
- Track, analyze, and report on metrics for Weave Help and the internal knowledge database
What You Need:
- 3+ years of experience in content management, training, customer education or marketing, preferably in a SaaS environment
- Bachelor’s degree or equivalent experience
- Experience managing an online customer community, knowledge base, or help center is a plus
- Proven technical writing and editing skills
- Ability to thrive in a fast-paced, growth-driven company
- A high-level of creativity, flexibility, and ability to drive change across a variety of teams and internal environments
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process. If you have concerns, please reach out to [email protected] and we’ll confirm if you’re engaging with one of our Weave teammates!
What We Do
Weave makes communicating with customers easier for businesses by integrating features like texting, phone service, fax, and reviews.
