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9 Poppulo Jobs
Content & Documentation Lead
Poppulo
posted 5d ago
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Key skills for the job
Job Description
We re looking for a Content Documentation Lead to manage and improve both customer-facing product content and internal process and policy documentation. This role is key in helping our customers and teams access clear, useful, and up-to-date information when they need it.
You will work closely with teams across Product, Engineering, Customer Support, and Operations to write and maintain documentation that supports customer adoption and smooth internal processes.
Key Responsibilities
Customer-Facing Product Documentation
- Create and maintain customer guides, FAQs, troubleshooting articles, and release notes that help customers get the most from our product.
- Work with Product Managers and Engineers to understand new features and updates to ensure documentation is accurate and ready in line with product releases.
- Collaborate with Customer Support to understand common customer questions and challenges and develop content that helps reduce support tickets.
- Review and update existing product content to ensure it stays current, consistent, and easy to understand.
Internal Process Policy Documentation
- Work with Operations, Product, and Customer teams to document internal processes, team policies, and best practices.
- Help ensure internal documentation is easy to access, well-structured, and regularly updated to reflect changes.
- Support teams in creating clear guides for internal use, including onboarding materials, workflows, and process improvements.
Content Management Improvement
- Plan and prioritize content updates in line with product releases and business needs.
- Regularly review and improve both customer-facing and internal content to keep it relevant and accurate.
- Suggest and implement ways to make documentation easier to find and use.
- Track and share feedback and usage data to help improve content quality and usefulness over time.
Role Requirements
- 6+ years experience in content creation, technical writing, product documentation, or process documentation, ideally within a B2B SaaS environment.
- Strong writing and editing skills able to explain complex ideas in simple, clear language.
- Comfortable working across teams (Product, Engineering, Support, Operations) to gather information and develop effective content.
- Well-organized and able to manage multiple projects and deadlines at once.
- Experience with tools like Salesforce, Jira, Confluence, MadCap Flare or similar platforms.
- A good eye for content structure and consistency.
- Bonus: Experience writin g API or developer documentation, or familiarity with internal knowledge systems.
Employment Type: Full Time, Permanent
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