Senior Knowledge and Content Partner, Dialpad
CA$83.2-102.8k
British Columbia, Canada Salary Range
AI-powered cloud communications platform
Be an early applicant
AI-powered cloud communications platform
1001+ employees
Be an early applicant
CA$83.2-102.8k
British Columbia, Canada Salary Range
1001+ employees
Company mission
To completely transform the way the world works together.
Role
Who you are
- Bachelor's degree in English, communications, or a technical field
- 6+ years of Technical Writing experience focusing on software product documentation and content design
- Exceptional attention to detail and insatiable curiosity
- A well-organized, collaborative, and deadline-oriented mindset
- Proficiency with Project Management tools such as Jira, Confluence and Monday.com
- Comfortable with HTML, JS, CSS and Markdown
- Familiarity with SEO best practices
- Experience with Document360, Articulate360, LearnUpon and Guru a plus
- Practical knowledge of Agile and Continuous Delivery practices and disciplines a plus
- You're a great writer. Writing is a skill that you're proud of, and you’re eager to learn new techniques. You have a natural aversion to jargon, and passive voice is one of your pet peeves
- You’re passionate about driving exceptional customer experiences through concise documentation and you delight in knowing that your knowledge articles will result in efficient customer interactions
- You're meticulous, and love deciphering patterns in data — you’re always looking for ways to demonstrate that your content is hooking the right people, keeping them engaged and delighted with the Dialpad brand
What the job involves
- In this role, you’ll incorporate technical writing, UX research, accessibility standards, and brand design elements to create a frictionless, self-serve experience across the Dialpad Help Center and Dialpad Self-Service platform
- This team collaborates closely with product managers, engineers, designers, and the Customer Experience teams
- As a Senior Knowledge and Content Partner, you’ll own Help Center content creation from start to finish, equipping customers and employees with the knowledge they need to get the most out of Dialpad
- You will work closely with Product Managers and the Technical Support Operations Manager to draft compelling, high-quality content and communications to prepare customers for feature releases and product launches
- You’ll be the voice of our Ai Chatbot, developing bespoke dialogues and training our natural language model to resolve customer queries without ever needing to connect to a Support agent
- This position reports to our Senior CX Enablement Manager and has the opportunity to be based in Vancouver or Kitchener, Waterloo
- Grow your product expertise and effectively translate this knowledge into engaging content
- Write, edit, and optimize articles for the Dialpad Help Center
- Analyze employee and customer behavior within our knowledge base tools to identify successes and improvement opportunities
- Own end-to-end content creation for the Dialpad Self-Service Chatbot
- Train the DSS natural language processing model to drive Customer Support deflection
- Collaborate with the AI Team to continuously improve our Digital Experience offerings
- Work in an agile environment, ensuring content creation timelines are met
- Understand and help execute the brand’s long-term goals and strategies
- Use SEO best practices to improve search functionality
- Collaborate with other departments to verify information and remove knowledge gaps
- Continuously review and edit content to ensure accuracy and alignment with the Dialpad brand
- Mentor our junior Knowledge and Content Specialists
Our take
Dialpad offers an AI-driven cloud communications platform for business teams. It was founded to streamline communications across entire businesses with a fast set-up and hassle-free deployment.
As well as hosting in-house video, meet and text communications with automated note taking and transcription, the platform also features AI-powered customer service, sales and voice intelligence insights. Dialpad has impressed customers such as Asana, Stripe, TED and Uber with its smooth integration capabilities with co-working platforms like Slack, Google Workspace, Salesforce CRM and Microsoft Teams.
The Unicorn company's funding has allowed it to heavily invest in the continued R&D of AI technologies to deliver a number of industry-first features. The company has also expanded globally with the opening of offices in Europe and Asia and plans to further extend its global footprint with additional investments internationally.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
8% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2022
$50m
LATE VC
Dec 2021
$170m
LATE VC
Total funding: $450m
Company benefits
- Company stock options
- Continued education stipend
- Cell phone, home internet, and gym membership stipend
- Work from home opportunities
Company values
- Do the right thing
- Delight our users
- It takes both skill & will
- Innovate continuously
- Every voice matters
Company HQ
San Ramon, CA
Articles
Leadership
Craig Walker
(CEO)Having studied Law at UCB, Craig worked as an Attorney for Brobeck Phleger & Harrison, before moving to General Counsel at TeleSoft Partners. He spent almost 4 years at Google Ventures before founding Dialpad in January 2011.
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