Recharge is the leader in powering physical subscriptions, making it one of the most important ecommerce engines. Recharge powers over 50M subscriptions worldwide and has processed more than 10B in transactions. More than 15K brands such as Verve Coffee Roasters, Bokksu, Who Gives A Crap, Billie, and Bite Toothpaste Bits rely on Recharge daily to grow their businesses and delight their customers.
Recharge’s mission is to enable brands and merchants to form strong, lasting relationships with their customers through recurring purchases. As merchants seek ways to drive more direct sales and distribution through their channels and move away from a reliance on traditional online marketing strategies, Recharge has made it possible to grow businesses with seamless, recurring customer transactions.
Bootstrapped until 2020, Recharge is valued at over 2.1B dollars and is a double unicorn with a total raise of 277M dollars. Join us as we work with our merchants to define the future of ecommerce.
Overview
In the Knowledge Specialist role in the Technical Support department, you will be responsible for ensuring a comprehensive and accurate library of Recharge knowledge. This includes maintaining our external Help Center, internal Knowledge Base, macros, and video assets. You will continually drive our published works to be consistent with product updates and feature releases. It will require an advanced level of documentation writing and knowledge gap assessment, as well as providing editorial and project management support to the Knowledge Manager.
What you’ll do
- Live by and champion our values: #day-one, #ownership, #empathy, #humility.
- Simplify complex issues and technical writing expertise to create materials that boost the excellence of users.
- Ensure content meets editorial standards by providing editorial support for other team members and delivering effective content feedback.
- Design, produce, and maintain customer-facing product and platform content.
- Participate in Jira planning sessions and maintenance of the knowledge request pipeline.
- Create evaluations to gauge the effectiveness of support content and team readiness and make recommendations based on data.
- Identify knowledge gaps that need to be addressed in training and articles.
- Regularly audit content to ensure product and procedural updates are made to training and articles.
- Communicate with product support, product managers and other stakeholders when product additions or changes are being developed that require new material.
- Analyze technical support tickets to identify trends, patterns, and gaps in our knowledge base and make recommendations to other departments to improve deflection rates.
What you’ll bring
- 3+ years of experience in knowledge management or technical writing, with a focus on KCS best practices.
- 2+ years experience in an ecommerce and/or SaaS platform.
- A track record of high-quality documentation and/or training content.
- Ability to work remotely and a desire to make an impact at a high-growth start-up.
- Advanced proficiency in documentation writing – grammar, spelling, syntax, style.
- Familiarity with tools such as Slack, Zendesk Guides, Confluence, and Jira is an asset. APPLY HERE