Manager, Product Documentation

Job Posted: 09/27/2024

Location: North America (Eastern or Central time zones) or Europe (GMT-6 to GMT+2)

Hi there!

We're looking for a Manager, Product Documentation to join our talented product content team. At Zapier, our mission is to make work easier and more productive for everyone, and we'd love for you to join us to help make that happen!

In this role, we’re looking for an experienced leader to drive the vision for our customer-facing help content and platform. You’ll be leading a globally distributed team of Technical Writers who are responsible for creating help content for their respective product areas. Our Help Center has a broad and impactful reach, accessed by hundreds of thousands of users each month.

Get to know the hiring manager.

• Our Commitment to Applicants

• Culture and Values at Zapier

• Zapier Guide to Remote Work

• Zapier Code of Conduct

• Diversity and Inclusivity at Zapier

About You

• You bring 5+ years of experience in leading help content creation, preferably for SaaS platforms, with a strong understanding of successful self-service support strategies.

• You are highly skilled at the technical writing craft. Able to provide constructive and useful feedback to the team regarding their own work.

• You are obsessed with solving customer problems. You dive deep into understanding the problem and are driven to find creative long-term solutions.

• Dream big, iterate small. You can cast an exciting vision of the future and get the entire team to perform at a high-level. You know how to iterate towards a high-quality help experience.

• You understand the value of “gut feel,” but you know that it needs to be backed up with quantitative data and hard evidence. You understand the value of proper tracking and analytics. You enjoy connecting the team’s work to the bigger picture and key business metrics.

• You are a skilled written communicator. Zapier is a 100% remote team and writing is our primary means of communication. You can use written communication to communicate your team’s vision, roadmap, and progress. You know the right tool for the job whether it’s managing the day-to-day cadence of projects or building cross-company momentum around a project.

Things You’ll Do

• Develop and implement consistently effective strategies to enhance the Help Center's efficiency and effectiveness.

• Lead and mentor a team of Technical Writers to ensure top-tier self-service support for our customers.

• Leverage data and analytics to help shape and measure the impact of initiatives.

• Analyze voice-of-customer feedback, customer experience data, and other feedback sources to identify areas for improvement and drive impactful changes that support our business objectives.

• Collaborate cross-departmentally to help align help center goals and projects with broader self-service support strategies.

• Routinely monitor and report on Help Center metrics and operations to stakeholders.

How to Apply

At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.

Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.

After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!

Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.

Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com. 

Application Deadline:

The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.

Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.