Technical Writing Manager (Hybrid)

The Technical Writing Manager is responsible for overseeing the success, growth, and efficiency of the Technical Writing Team and overall consistency, quality, and structure of the contents of the KnowBe4 knowledge base, as well as all KnowBe4 product interface text.

This role will work with team leadership to improve the daily workflow and processes of the Technical Writing team and ensure all team deadlines are met.

Responsibilities:

• Oversee the success of the Technical Writing area, ensuring our Knowledge Base is up-to-date, meeting internal style standards, and technically accurate
• Quality check articles, product UI text, and other content to ensure quality and accuracy as needed
• Monitor sprint scopes and each team member’s workload and output, adjusting work assignments to balance workload as needed
• Conduct sprint meetings and retrospectives
• Mentor team members and offer suggestions for improvement
• Troubleshoot and correct team processes or functions
• Analyze team statistics and work to improve production
• Gather, interpret, and present knowledge base usage and search data to understand customer needs and make changes as needed
• Monitor and improve quality of regular copywriting tasks the Technical Writing Team is responsible for, such as the Scam of the Week or Security Hints & Tips newsletters
• Create tasks for team members to complete projects and assign them as needed
• Ensure team processes and training materials are kept up to date and that new team members are successfully onboarded
• Attend meetings to represent the team and gather information
• Meet with team members to go over plan/structure for documentation projects and offer suggestions for improvement
• Act as a subject matter expert for software used within the Technical Writing team, such as Zendesk, Pendo, Algolia, StatusPage, and Jira
• Ensure public communication about incidents are handled quickly and effectively with error-free copy
• Provide genuine recommendation as to the hiring, firing, discipline or promotion of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

• College degree preferred but not required
• Experience leading and/or training technical writers
• At least 2 years of technical writing and/or user interface/ user experience (UI/UX) writing experience
• At least 1 year of experience with Global English writing standards
• Experience managing or developing internal style guides, design standards, and team training documentation
• Gmail, Google Docs, Microsoft Office Suite, Jira, Pendo, Algolia, and Zendesk experience (Preferred)
• Ability to mentor and coach other leaders to achieve high levels of production and build successful teams
• High emotional IQ, able to build relationships with and engage their team members
• Excellent verbal and written communications (grammar, spelling, sentence structure) and proofreading skills
• Ability to present and break down complex technical concepts in an easy-to-understand manner
• Excellent time management and organization skills
• Self-sufficient; ability to manage self and team with little interference from upper management
• Ability to adjust to shifting priorities in a fast-paced environment