Director of Technical Content/Publications Job Vacancy in Bright Pattern, Inc. Remote – Updated today
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Company Name : Bright Pattern, Inc.
Location : Remote
Position :
Job Description : Bright Pattern is a global provider of cloud-based contact center software that helps businesses to organize work, automate frequent responses, and stay in context of the customer inquiries from contact to contact, irrespective of the contact channel. Our software is handling millions of our customers’ conversations every month, so the individual impact of each of our employees’ contributions is huge.As a Director of Technical Content/Publications at Bright Pattern, you will be responsible for driving our overall technical content strategy and how it enhances our user’s product experience. Using your extensive technical and leadership experience, you will start as an individual contributor and grow a team of writers over time. As a part of it you will have to: Develop a strategic content plan for the knowledge bases in terms of how-to articles, FAQs, reference materials, in-product guides, walk-thrus and checklists, API documentation, to support onboarding and feature adoption.Conduct content audits to identify gaps in existing knowledge base content.Identify user needs using data and feedback across multiple teams/stakeholders (Customer Success, Support, Retail) and prioritize content as necessary.Standardize terminology across content types (in-app, help articles, marketing materials).Work hands-on with features to test functionality, provide usability feedback, and improve designs.Monitor customer feedback through NPS to understand areas of improvement.Partner with Engineering and Product Management to become familiar with new features and how they enhance Bright Pattern’s customer experience.This position requires a combination of both excellent technical and management skills. You have to be able to pick the right approach, plan and then follow through the execution – by communicating, convincing, leading. Ideally you would be able to do a superior job yourself, as well as effectively coach and delegate any tasks, so the other team members can do equally great work.Must to have Skills and Qualifications:Degree/Qualifications in a writing-intensive field, Computer Science, Engineering, Information Technology or a related field, and/or significant work experience creating and editing technical content – with a portfolio to demonstrate it.At least 5 years of experience designing and delivering customer-facing documentation/KBAt least 1 year of supervisory experienceExperience working with cloud/SAAS self-service focused productsNice to have:Experience of defining editorial standards such as a style guide.Experience using multiple documentation tools to write, format, manage, and publish high-quality content.Experience producing/editing video tutorials to help users learn and maximize value from the platform.Why it is fun working for us:Innovative product with tons of ongoing and upcoming exciting projects.Strong professional team dedicated to developing the best solution on the market.Great opportunity for personal developmentMake an impact on our customers and their clients. We are still growing so your work will be visible and it will count.Interested? Sign up!Job Type: Full-timeBenefits:401(k)Dental insuranceFlexible scheduleFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayEducation:Bachelor’s (Preferred)Experience:supervisory, management (e.g. hiring and firing): 1 year (Required)working with cloud/SAAS self-service focused products: 1 year (Preferred)designing and delivering customer-facing documentation/KB: 5 years (Preferred)Work Location: Remote
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