Senior Technical Writer & Product Documentation Lead, Zappi
$75-95k
Hubspot
Zendesk
Confluence
Senior and Expert level
Remote in US
Consumer insights enterprise platform
Be an early applicant
Consumer insights enterprise platform
201-500 employees
B2BEnterpriseMarketingMarket researchSaaSAdvertisingeCommerce
Be an early applicant
$75-95k
Hubspot
Zendesk
Confluence
Senior and Expert level
Remote in US
201-500 employees
B2BEnterpriseMarketingMarket researchSaaSAdvertisingeCommerce
Company mission
To create brand, shopping, and advertising work that works for consumers.
Role
Who you are
- This role is ideal for someone who has proven success in high-growth SaaS environments, understands go-to-market processes for product releases, and enjoys working cross-functionally to drive technical documentation excellence
- 5+ years of experience in technical writing + product documentation, and/or closely related fields in SaaS companies
- Strong background collaborating with Product and Engineering teams within product release processes
- Experience with revamping knowledge bases and improving usability of self-service documentation is a must
- Knowledge of modern documentation tools (e.g., Confluence, MadCap Flare, Document360, ReadMe, Hubspot Service Hub, Zendesk Guide, etc.)
- Understanding of technical concepts, APIs, and developer documentation
- Strong sense of ownership, organization, and ability to work autonomously
- Bonus: Experience migrating KBs from one system to another and optimizing taxonomies, metadata, and search capabilities
What the job involves
- As a Senior Technical Writer & Product Documentation Lead, you’ll join Zappi as a key member of the Product Marketing team and work closely with our Product, Engineering, and Customer Success/Support teams to ensure our technical documentation is clear, accurate, and seamlessly integrated into the product experience
- You will be instrumental in improving our current Help Center and Knowledge Base
- The focus of this work will be on improving accuracy, completeness, and consistency of content, driving forward documentation usability, refining documentation workflows, assessing, and potentially leading a migration of knowledge base platforms
- Own and improve product documentation: write, structure, and maintain high-quality user-facing and internal documentation, including “getting started” guides, foundational internal and external technical content, as well as troubleshooting resources
- Collaborate with product & engineering: actively participate in product releases and product/engineering discussions to document both existing features and all technical changes effectively
- Enhance knowledge base usability & experience: with the VP of product marketing, lead a revamp of information architecture, optimize findability/searchability, and improve overall KB engagement to drive measurable improvements to self-service
- Lead documentation revamps & migrations: If needed, drive technical migrations between knowledge base platforms and lead holistic redesigns of our help center
- Develop scalable documentation workflows: establish best practices for documentation versioning, coordination with solution sunsetting, as well as processes for new contributions outside of release processes
- Champion self-service & customer enablement: Ensure customers can easily find answers and troubleshoot issues, reducing reliance on direct support
Our take
Zappi was founded in 2012 as a market research company that helps brands and advertisers find new ways to engage with their customer base. Working in data science, strategy consultation, and product innovation, Zappi creates solutions for brands as varied as Pepsi, Haleon, and Vodafone to maximise their audience engagement.
In 2022, Zappi moved into a solely software-as-a-service business model and created Zappi Amplify TV, an insight tool for TV-advertising effectiveness measurement. This plus investment in new talent exemplifies how, like the demographics-focused industry they serve, Zappi is always prepared for change.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
B Corporation
Company
Funding (last 2 of 3 rounds)
Dec 2022
$170m
GROWTH EQUITY VC
Feb 2019
$8m
EARLY VC
Total funding: $193.2m
Company benefits
- Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
- Flexible working arrangements, including remote (unless otherwise specified)
- Thoughtfully designed offices to support both individual work and collaboration without interrupting others
- Generous hardware budget – get what works for you
- Support setting up your home office, if appropriate (chair + desk, etc)
- Wellbeing benefits such as free yoga and access to trained therapists / counselors
- Tailored personal development through training allowances, coaching, mentorship and career frameworks
Company values
- Trust - We put trust in the people around us. We assume positive intent, lean toward principles rather than rules and empower others through psychological safety
- Truth - Transparency is our default. We are compassionately, courageously honest and value continuous feedback. Data informs our decisions, without being paralysed by analysis. We question the status quo and seek root causes
- Ownership - We do what we say we will do and take accountability for our actions. Issues are resolved directly over defaulting to escalations. Zappi’s success takes priority over individual agendas
- Ambition - Mediocrity isn't an option. We push ourselves and the people around us to achieve great things and to make bold decisions, quickly. We take risks, experiment, and learn
- Humility - We listen carefully before acting decisively. Decisions are made inclusively, and egos are always checked at the door
Company HQ
South Boston Waterfront, Boston, MA
Articles
Leadership
Steve Phillips
(CEO)Previously partner at Tuned In Research and Chairman at Tonic Insight.
Diversity, Equity & Inclusion at Zappi
- Zappi's belief in inclusion means they’re building an organization of diverse individuals and helping brands eliminate cultural presumptions in their research.
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