Help Center Manager

ABOUT THE ROLE
We’re an early-stage startup seeking a Help Center Manager to enhance our support center and knowledge base with high-quality content, including videos, screen recordings, and help articles.

As a Help Center Manager, you will be responsible for creating and maintaining support resources that help customers effectively use our platform. Your goal is to develop engaging, easy-to-follow content that reduces support inquiries and empowers users to self-serve.

RESPONSIBILITIES

* Content Creation: Produce high-quality instructional videos, screen recordings, and written guides to help users navigate our platform.

* Knowledge Base Management: Regularly update and expand the help center with relevant articles, FAQs, and troubleshooting guides.

* User Education: Develop structured onboarding resources to improve product adoption.

* Collaboration: Work closely with the customer support, product, and marketing teams to identify common user issues and create content solutions, as well as prepare for new feature rollouts and product updates.

* SEO Optimization: Ensure help center content is easily searchable and accessible.

* Performance Analysis: Monitor content effectiveness by tracking engagement metrics and customer feedback.

QUALIFICATIONS
* Experience: Minimum 1 year in a similar role (technical writing, customer support, or content creation for SaaS).
* Communication Skills: Fluent in English, strong writing and verbal communication abilities.
* Tech-Savvy: Comfortable using video editing tools, screen recording software, and knowledge base platforms.
* Attention to Detail: Ability to explain complex features clearly, concisely, and user-friendly.
* Self-starter: Ability to work independently and proactively identify content needs.
* Willing to work between 9:00 am - 5:00 pm Eastern Time (graveyard schedule PH time)

Why You Should Apply:
If you’re passionate and skilled but don’t meet every qualification, please apply anyway. Talent, potential, and enthusiasm are highly valued here.

B12 is a safe and inclusive workplace, welcoming applicants from diverse backgrounds. We particularly encourage applications from women, people of color, underrepresented minorities, and members of the LGBTQIA community.

HOW TO APPLY:
Send your resume and LinkedIn profile link to Upgrade to see actual info free to include a brief note introducing yourself and why you want to join B12.

ABOUT US:
Our mission is to empower people to do meaningful work. B12’s AI-powered website builder has been used by over a million businesses, allowing users to create a professional website in seconds. Our platform also provides tools for scheduling, payments, and email marketing. We’re a fully remote company, founded in 2015 and supported by investors like Breyer Capital, General Catalyst, SV Angel, and Tola Capital. Visit Upgrade to see actual info to learn more.