Knowledge Base Associate I

HighLevelHighLevel·Remote(United States)
Other
Excel

WFA Digital Insight

The demand for skilled Knowledge Base Associates has surged in recent years, with companies like HighLevel seeking experts who can craft clear, comprehensive guides that empower users. As the digital landscape continues to evolve, the need for high-quality documentation has become a critical component of business success. With the rise of remote work, the ability to communicate complex ideas effectively has become a highly prized skill. HighLevel, a leading cloud-based marketing and sales platform, is at the forefront of this trend, and this role offers a unique chance to join a global, remote-first team that values creativity, collaboration, and impact. Before applying, candidates should be aware that this role requires a deep understanding of SaaS product education, exceptional organizational skills, and the ability to translate technical concepts into customer-friendly language.

Job Description

About the Role

The Knowledge Base Associate I role at HighLevel is a pivotal position that will help establish the next generation of educated customers. As a key member of the team, you will be responsible for updating, polishing, and expanding the company's help documentation, ensuring that customers have access to clear, comprehensive guidance. This role will serve as the cornerstone for maintaining consistency and accuracy of product information, while also fine-tuning internal operations to amplify marketing impact.

The successful candidate will be a motivated and organized individual with a passion for SaaS product education. You will work closely with the Product, Support, and Marketing teams to ensure that all product information is consistent and up-to-date. Your expertise will be instrumental in driving adoption, reducing support tickets, and empowering customers to get the most out of the HighLevel platform.

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a global community of over 2 million businesses, the company is committed to building a culture that values creativity, collaboration, and impact.

What You Will Do

  • Continuously review help documentation and customer feedback, prioritizing updates or retirements based on data and usability
  • Partner with Product Managers and Engineers to publish or update articles in lockstep with new feature releases and enhancements
  • Create educational media such as screen recordings, GIFs, and screenshots that bring written guides to life
  • Design larger initiatives (e.g., guided learning paths, in-app tips) that drive adoption and reduce support tickets
  • Align knowledge-base content with marketing assets, support workflows, and RevOps processes to ensure consistent messaging and discoverability
  • Develop and maintain a thorough understanding of the HighLevel platform and its features
  • Collaborate with the Support team to identify areas where documentation can be improved
  • Work with the Marketing team to ensure that all product information is consistent and up-to-date
  • Participate in content strategy meetings to discuss new initiatives and ideas
  • Stay up-to-date with industry trends and best practices in documentation and knowledge base management

What We Are Looking For

  • 2-3 years of experience in SaaS, martech, or a related software/marketing field
  • 1-3 years of experience creating customer-facing help or “how-to” documentation
  • Proficiency with screen-capture and video tools (Loom, Jumpshare, etc.)
  • Deep understanding or experience working with/inside the HighLevel platform
  • Proven self-starter who excels in a fast-paced, remote SaaS environment
  • Exceptional organizational skills; comfortable managing multiple projects from concept through publication
  • Demonstrated talent for translating technical concepts into clear, customer-friendly language
  • Empathy for end-users and an instinct for anticipating their questions
  • Meticulous attention to detail and commitment to style-guide-compliant, error-free deliverables
  • Excellent written and verbal communication skills; adept at cross-functional collaboration

Nice to Have

  • Hands-on experience working in or with small/local businesses
  • Experience with content strategy and planning
  • Familiarity with HTML and CSS
  • Knowledge of SEO principles and best practices

Benefits and Perks

  • Competitive salary
  • Opportunity to work with a global, remote-first team
  • Flexible working hours and remote work arrangements
  • Professional development opportunities and training
  • Access to the latest tools and technologies
  • Collaboration with a talented and experienced team
  • Comprehensive benefits package, including health insurance and retirement plan
  • Generous PTO policy and paid holidays
  • Remote stipend and home office setup support

How to Stand Out

  • Develop a portfolio of your work that showcases your ability to create clear, comprehensive documentation and educational media.
  • Familiarize yourself with the HighLevel platform and its features to demonstrate your expertise during the interview process.
  • Highlight your experience working in a fast-paced, remote SaaS environment and your ability to manage multiple projects simultaneously.
  • Be prepared to provide examples of your writing style and your ability to translate technical concepts into customer-friendly language.
  • Research the company culture and values to demonstrate your alignment with the company's mission and vision.
  • Prepare to discuss your experience with content strategy and planning, and how you can contribute to the company's content initiatives.
  • Don't be afraid to ask questions during the interview process to demonstrate your interest in the role and the company.

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