Knowledge Base Associate I (SaaS)

TL;DR

Knowledge Base Associate I (SaaS): Managing and expanding customer help documentation and educational resources for a white-label marketing platform with an accent on technical accuracy and usability. Focus on translating complex technical features into customer-friendly guides and developing multimedia educational content to drive product adoption.

Location: Remote (US)

Company

A cloud-based, all-in-one white-label marketing and sales platform empowering over 2 million businesses to streamline operations and drive growth.

What you will do

• Audit and optimize help documentation and customer feedback to prioritize updates or retirements.
• Partner with Product Managers and Engineers to publish articles in sync with new feature releases.
• Create educational multimedia content, including screen recordings, GIFs, and screenshots.
• Design strategic initiatives like guided learning paths and in-app tips to reduce support ticket volume.
• Align knowledge-base content with marketing assets, support workflows, and RevOps processes.

Requirements

• Must be based in the United States
• 2-3 years of experience in SaaS, martech, or a related software field.
• 1-3 years of experience creating customer-facing help or "how-to" documentation.
• Proficiency with screen-capture and video tools such as Loom or Jumpshare.
• Deep understanding of and experience working within the HighLevel platform.
• Strong ability to translate technical concepts into clear, user-friendly language.

Culture & Benefits

• Remote-first work environment with a global team spanning 15+ countries.
• Culture rooted in creativity, collaboration, and a people-first approach.
• Environment that celebrates innovation and the contribution of new ideas.
• Opportunity to work with a high-scale platform processing billions of API hits daily.