Technical Writer

About the Role

We are seeking a talented and experienced Technical Writer to join our dynamic customer education team at Apollo.io . In this role you will play a vital part in enhancing our customers' onboarding and education experience by creating exceptional knowledge base content.

If you have a passion for writing a knack for simplifying complex concepts and a strong background in product-led SaaS companies we would love to hear from you.

Requirements

• 2-3 years experience at a product-led (self-serve) SaaS company in a technical writer or customer onboarding/education role

• Extraordinary writing ability with a portfolio that demonstrates skill across a variety of mediums including; self-help/knowledge base content how-to articles videos and narrative work (preferred)

• Capable project management skills; you will have many competing priorities and deadlines and must be able to manage your time well

• Excellent cross-functional collaboration

Responsibilities

• Work with cross-functional partners such as eng product PMM support and customer success to keep the Knowledge Base up to date useful and informative for Apollo’s customers

• Produce knowledge base content for new features and updated features including articles and videos (screencast videos and writer articles)

• Maintain knowledge base content for existing features as changes are made to the product

• Proactively identify and close knowledge gaps in our KB content to uplevel our KB and increase the number of users who turn to our docs for self-serve support

Outcomes

• Release accurate knowledge base documentation for 100% of P0 and P1 product releases within your allocated product lanes within 24 hours of GA release.

• Monitor maintain and uphold an article freshness score of less than 6 months for all documentation in your assigned product lanes on an ongoing basis within 1 year of hire.

• Audit and maintain the content listed in the always-on help bar for feature pages within your allocated product lanes on a monthly basis.

• Proactively reduce the backlog for documentation in your assigned product lanes by at least 50% within the first year of hire.

• Own and address 10-15 ad-hoc KB-management requests per quarter.

• Maintain KB excellence by QA editing 3-5 knowledge base articles from other product lanes on a weekly basis within 3 months of hire.

• Collaborate with cross-functional partners to identify and address knowledge gaps in your product lanes and contribute to increasing self-serve resolution rates by 30% within 1 year of hire.