Manager of Support Documentation, Fullscript

• 3+ years of people management experience leading documentation or content teams
• Strong knowledge management experience, including scalable information architecture
• Hands-on experience managing customer-facing knowledge bases
• Experience administering CMS platforms and optimizing publishing workflows
• Experience using analytics and SEO insights to improve discoverability
• Strong cross-functional collaboration skills
• Clear written and verbal communication skills
• Comfort operating in a fast-paced SaaS or technology environment

Desirable

• Clear, accurate, and scalable documentation is foundational to delivering a connected experience across our platform
• As Manager, Support Documentation, you will lead the strategy, governance, and operations behind our customer-facing documentation systems
• You will oversee a team of writers and documentation specialists, ensuring our knowledge base and support content are structured, reliable, and continuously improving
• This role is both strategic and operational, requiring strong systems thinking, content governance discipline, and cross-functional partnership
• Lead and develop a team of technical writers and documentation specialists
• Own documentation strategy, governance, and lifecycle management
• Oversee publishing workflows and release documentation processes
• Administer and optimize our Content Management System
• Improve information architecture, taxonomy, tagging, and navigation structures
• Use analytics to improve search success, article effectiveness, and self-service performance
• Partner with Product, Engineering, Sales, and Support teams to align documentation with product evolution
• Drive continuous improvement in knowledge management practices
• Strengthen documentation processes that support AI-enabled support experiences