Knowledge & Enablement Lead

About the role

GCH Technologies operates the U.S. Short Code Registry, a platform that manages short codes for business-to-consumer messaging. The team is looking for a hands-on technical writer to build and scale a customer-facing knowledge base.

Responsibilities

• Organize and build a searchable Zendesk knowledge base from existing documentation
• Create user guides, FAQs, troubleshooting docs, and training materials
• Learn the Registry platform through hands-on exploration and SME interviews
• Apply information design principles to structure content for discoverability
• Develop enablement programs: video tutorials, webinars, and certification content
• Create case studies and success stories that demonstrate real platform outcomes
• Write release notes, feature announcements, and migration guides for new launches
• Collaborate with the Business Analyst to build and optimize Pendo in-app guides
• Use Pendo analytics and Zendesk ticket data to measure the impact of documentation on feature adoption and support volume
• Maintain and evolve documentation as the platform grows

Qualifications

• 5+ years technical writing experience in B2B SaaS or technical products
• Proven track record building customer-facing knowledge bases and enablement programs
• Exceptional writing clarity, grammar, style, and the ability to translate complex technical concepts for non-technical audiences
• Proficiency in Zendesk (or equivalent tool), Markdown/HTML, and version control (Git)
• Information design instincts - you create logical hierarchies, not just documents
• Data-informed mindset, you use analytics to prioritize content and measure impact

What will put you ahead

• Hands-on experience with in-app guidance platforms (Pendo, Appcues, WalkMe)
• Strong experience authoring API documentation (OpenAPI/Swagger familiarity a plus)
• Background in telecom, mobile messaging, or infrastructure products
• Proven ability to write compelling case studies and customer success stories
• Knowledge of WCAG accessibility guidelines and inclusive documentation practices
• Experience working in Agile development teams and sprint cadences
• Comfortable and effective using AI-assisted writing tools to accelerate content production responsibly
• Familiarity with WordPress or similar CMS for managing public-facing docs

Pay and Benefits

The anticipated salary range for this role is $85k-$125k per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

Our benefits package includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.

Hiring Philosophy

We value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

About Koch Companies

We are entrepreneurs who openly challenge the status quo, find new ways to create value, and get rewarded for our individual contributions. Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).