At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms and sends data to hundreds of business tools with the flip of a switch. More recently, we also developed the ability to let customers enrich their data in real time using computations they specify. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market.
We're looking for an experienced technical writer and content creator to help build out Segment’s knowledge management team, a core part of the Customer Success organization. This role reports to the Success Enablement and Operations leader.
The knowledge management function is responsible for ensuring the content accessible to customers and the success team is accurate and useful. This organization is made up of a technical content developer and a content strategist working in close collaboration with the success, marketing, and product teams.
You will be the driving force behind setting tone, standards, and procedures for ourknowledge base. This includes interviewing subject matter experts and drafting & editing content that closes gaps in our content strategy. This role is focused primarily on educating and explaining technical concepts to our existing customers, rather than traditional marketing focused content for customer acquisition. As such, a major audience for your work is the rest of Segment, who will refer to your writing as a source of truth.
You’ll have the opportunity to help define and evolve the tools, technologies, and customer feedback loops necessary to deliver technically precise, simple, well-written, customer-centric materials. You will the opportunity to develop content delivery models that scale with our user base and decrease time to value for our big and small customers alike.
What you’ll do:
Use feedback from customers, colleagues, and partners to design and build delightful and tailored self-help experiences for Segment users.
Be responsible for creating a consistent, helpful tone across our documentation and educational resources even if written by different authors, e.g. engineers
Consolidate customer use cases into documents, videos, webinars, and playbooks to educate users on why and how they would use our product to solve their problem
Enforce and build upon our current documentation project framework anddevelopment new processes for keeping content up to date
Collaborate on and edit important mass customer communication and presentation templates to ensure high-quality communications across the Success organization
Conduct content training that familiarizes and educates the success organization to ensure high content usage
You’re an excellent fit if you:
Possess excellent written and verbal communication skills, and able to present complex technical information in a clear and concise manner
Previously worked directly with engineering, marketing, and customer success teams to develop customer documentation and training materials
Have a passion for creating delightful, customer-focused content
Bonus if you have:
Have a proven understanding of user experience principles, operations, and workflows
Have knowledge and experience with developer-focused platforms, frameworks, and tools
Are familiar with Segment’s products and how to use them
This role requires being **full-time** in our San Francisco office
As a proud equal opportunity employer, we're committed to hiring top talent regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We don't just accept difference- we celebrate you being who you are for the benefit of our employees, our products, and our community.