At Teachable, we empower creators to transform their knowledge into income. We’re looking for an innovative, customer-centric, technically minded, and passionate Technical Writing Manager who will provide Teachable users with the information and education they need to achieve long-term success in using the Teachable platform, provide support to the Customer Operations team, and develop a vision and roadmap for knowledge at Teachable.

Responsibilities:

• Oversee the maintenance and continuous development of the Teachable’s Knowledge Base
• Refine or develop a knowledge management roadmap for our customers and our team members
• Collaborate cross-departmentally with software developers, product managers, operational leads, and work closely with the Customer Operations team, to deliver a consistent and cohesive voice across all content and documentation
• Design and deploy documentation standards and best practices
• Improve self-service through intuitive instruction, interactive features, video, and e-learning training
• Manage development and review of resources for onboarding of new Customer Operations team members.

Who you are:

• Experience in building or maintaining a mature Technical Writing operation
• You care about customers and their perspectives and are eager to work toward improving their self-help experience.
• You are an experienced people leader, successfully developing talent and helping team members produce their best results
• Your vision and passion for knowledge is reflective in your creative assembly of possible solutions and tactics that improve customer usability and success on a technical platform
• You’re adept at communicating complex information clearly and accurately, without the use of jargon or colloquialisms. 
• You’re excited to analyze patterns to identify trends and utilize data to better serve current and potential users.
• You’re flexible and unflappable when things get a bit hectic—Teachable is a constantly changing product with multiple teams/stakeholders, so being adaptable is a must.
• Stay current on product updates and issues that may require knowledge solutions.
• Experience in working directly with key stakeholders, team members, technical experts, and professional staff to create resources for users internal and external to the company.
• Ability to translate complex ideas and information into organized, guided resources to enhance end-user, self-service experience.
• You’re self-sufficient and comfortable taking ownership of a project from start to finish.

Qualifications:

• Excellent writing skills and a strong command of the English language.
• 5+ years of relevant experience
• History of managing the production and publication of internal and external help topics, guides, and release notes. 
• Demonstrated experience in developing knowledge management strategies that improve self-service metrics as well as customer success metrics
• Ability to tailor your writing for a range of different audiences—both technical and non-technical.
• Familiarity with technical writing standards established in style manuals, as well as industry blogs.
• ‌Demonstrated ability to concurrently handle multiple projects with tight deadlines.
• Working knowledge of Zendesk, HTML, and CSS.
• Familiarity with HTML & CSS. Both of these markup languages are used to create our Knowledge Base articles, so a general understanding of their behavior and language is a plus.
• Experience creating instructional and tutorial videos

Teachable is an instructor-focused online course platform that lets course creators build and sell courses on any topic, from iOS development to watercolor painting to card tricks. Our hundreds of thousands of instructors have earned more than $500M to date, and we've raised $12.5m+ from a group of top venture investors. We're growing rapidly, with triple-digit year-over-year growth, and are continuing to build a diverse team of top-notch talent in NYC.

At Teachable, you will have the freedom to do your job and be an integral member of our tight-knit team, and you can do it all in our beautiful office in NoMad with great benefits and perks. You’ll also get access to an ever-growing base of online educators, and your work will directly impact hundreds of thousands of online educators, entrepreneurs, and creatives.

Benefits:

Comprehensive health benefits with options covering up to 100% of monthly premiums

Discretionary vacation & time off with a company average of 24 days a year

Parental leave, 16 weeks, fully paid after 3 months of service

401(k) with match after 3 months of service

Supplemental student loan repayment assistance or a professional education stipend

Conference budget

Dependent Care FSA

Your own standing desk or other personalized workspace

Gym + wellness matching stipend

Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. If you're on the fence about applying, please do! Additionally, Teachable is an equal opportunity employer. This means we are committed to a fair and consistent interview process, and to constantly working to ensure an inclusive work environment.

Finally, please tell us in your application if you require an accommodation to apply for a job or to perform your job. We'd do this anyway, but federal law requires us to provide reasonable accommodation to qualified individuals with disabilities.