Knowledge Base Manager

San Francisco, California; New York, New York;

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

The mission of the Help center technical writer is to own customer-facing help center content across Notion. You will report into the Strategy and Operations Lead, and be an integral part of defining the strategy for the help center, and how it drives value for our customers. This will include building strong processes for content refresh and maintenance.

In this role, you will take ownership of both our help center strategy and day-to-day article ownership, to support our customers with up to date and compelling self-serve information. You will interface with the Product, Marketing, International, CS, and CX teams to ensure technical details are accurate, coordinate translation of content, and provide resources for teams who support customers. You will be an advisor on help center strategy, a subject-matter expert, and drive your own processes and projects. You will be instrumental in shaping the future of our customer support journey at Notion.

What You'll Achieve:

• Advise CX leadership on the strategic direction of help center approach and content
• Manage Notion’s customer-facing help center content strategy; Define and enforce written voice and tone across Notion’s product documentation
• Own help center updates as a part of Notion’s cross-functional launch readiness process
• Own updates and maintenance of Notion’s help center content overall; Monitor site traffic and optimize content user experience to drive data-driven decision making
• Provide recommendations for programmatic opportunities to enhance the ‘Tier 0’ proactive knowledge seeking customer experience

Skills You'll Need to Bring:

• You have 5+ years of technical writing experience
• You have content strategy and information architecture experience
• You have UX copywriting experience
• You have an understanding of product-led SaaS companies and launch processes
• You have experience supporting cross-functional programs relating to help center content development and upkeep
• You can communicate vision, strategy, and statuses of projects to leaders and internal stakeholders
• You believe success is a measured outcome, and have experience making metrics-driven recommendations
• You have a proactive approach to program and project management
• You have an ability to distill complex product updates and concepts into clear, written documentation
• You have experience developing a deep understanding of brand voice and tone

Nice to Haves:

• Deep existing knowledge of Notion as a product
• Experience at a high-growth SaaS company
• Experience with Contentful

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco or New York City, the estimated base salary range for this role is $115,000 - $135,000.

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