The Role
Lead strategy and execution of product documentation and knowledge systems, partnering with Product, UX, Engineering, and Support. Own docs ecosystem (user guides, in-product help, release notes, KB), design scalable content systems, leverage AI and automation, own Pendo/in-product guidance, measure effectiveness, and drive adoption and governance.
Summary Generated by Built In
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions.
Total Expert is seeking a forward-thinking documentation leader to own and evolve our product documentation into a modern, scalable knowledge system. This role goes beyond traditional technical writing, treating documentation as a critical product surface that drives adoption, reduces friction, and scales with our platform.
You will partner closely with UX Design, Product Management, Engineering, Customer Support, and Product Marketing to ensure documentation is accurate, timely, discoverable, and tightly aligned to real user workflows. You’ll also leverage AI and automation to dramatically improve documentation velocity, consistency, and maintainability as Total Expert expands across financial services verticals.
Your work will directly support thousands of financial service professionals as they adopt complex workflows with confidence and will shape how documentation operates at Total Expert for years to come.
What you’ll be doing:
· Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release.
· Own the strategy, structure, and execution of Total Expert’s documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content.
· Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth.
· Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency).
· Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns.
· Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement.
· Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators).
· Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives.
· Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts.
· Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform.
What we are looking for:
· 5+ years of experience in product documentation, technical writing, content design, or knowledge management within SaaS or complex platforms.
· Applied systems thinking to content strategy, emphasizing information architecture, modular content, reuse, and governance rather than isolated page-level solutions.
· Hands-on experience using AI tools to improve documentation quality, speed, and scalability.
· Write clearly and precisely for multiple audiences, from individual loan officers to enterprise admins.
· Comfortable working cross-functionally and influencing outcomes without formal authority.
· Proactively seek feedback, iterate quickly, and adapt documentation based on real user behavior and needs.
· Energized by change and excited to help modernize how documentation supports product adoption and scale.
· See documentation as a strategic lever not a downstream task.
· Minimal travel required (2-3 times per year)
Compensation/Benefits: The anticipated base salary range for this role is $110,000 - $125,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Top Skills
Pendo,Jira,Ai Tools
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The Company
What We Do
Total Expert delivers purpose-built CRM and data-driven customer engagement solutions for more than 175 modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. Total Expert turns customer insights into actions to increase loyalty and drive growth for banks, lenders, credit unions, and other financial services firms.
