Own the Heart of Customer Experience: Drive Documentation Excellence at SaaS Labs!
Join SaaS Labs, where innovation meets excellence! SaaS Labs is a global SaaS company powering over 6000 businesses worldwide with its software ecosystem focused on automation, productivity, and collaboration. Backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads, our portfolio includes JustCall, Helpwise, Dialworks, EasyCalendar, CallPage, Atolia, and CallRoot.
Role Impact
As we scale, we're looking to build an exceptional product documentation team to ensure our customers can independently navigate and leverage our platform. We're looking for a passionate and results-driven Principal Product Documentation to take full ownership of our customer-facing help centre. This role will be key in enhancing the trial-to-paid user conversion through high-quality, customer-first content and streamlined self-service processes. You'll work closely with our product and GTM teams to shape the future of our documentation experience and make it a competitive advantage for SaaS Labs.
What you will do:
- Lead and Improve Documentation: Own the product documentation process, ensuring it's a comprehensive and self-serve resource for customers.
- Enhance Quality and Conversion: Revamp existing content, focusing on improving self-serve adoption and driving trial-to-paid conversions.
- Collaborate Across Teams: Work with PMM, Support, and Product teams to streamline documentation workflows and foster a customer-first culture.
- Develop Efficient Frameworks: Establish systems and frameworks for seamless, continuous improvement of documentation.
- Measure and Optimize Impact: Track metrics like reduced support tickets and increased engagement to gauge success.
- Transform product documentation into a go-to resource and decision-making tool and set higher documentation standards across the platform.
- Create scalable, accessible processes to enhance content quality and drive a document-first mindset across teams.
What You'll Bring:
- 8-10+ years of experience managing product documentation, with expertise in complex B2B or B2C SaaS products.
- Experience leading product documentation efforts with a track record of documenting new products and features from concept to launch.
- Ability to lead a team and mentor technical writers.
- You understand the business impact of product documentation, especially in converting trial users to paid customers.
- You excel at communicating with internal stakeholders and external customers to ensure successful documentation adoption and alignment with customer needs.
- You can create and manage a documentation backlog, prioritize initiatives based on business needs, and make data-backed decisions to continuously improve.
- A strong understanding of technical concepts and the ability to collaborate with engineers, UX/UI, and product teams to clearly communicate product features and concepts.
SaaS Labs is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We would love to work with you. Apply now!
