Knowledge & Enablement Lead

About the role

GCH Technologies operates the U.S. Short Code Registry, partnering with CTIA to manage short codes for business-to-consumer messaging. The role involves building and scaling a customer-facing knowledge base to reduce support load and showcase platform capabilities.

Responsibilities

• Build a searchable Zendesk knowledge base from existing documentation
• Create user guides, FAQs, troubleshooting docs, and training materials
• Develop enablement programs: video tutorials, webinars, and certification content
• Write case studies and success stories demonstrating real platform outcomes
• Create release notes, feature announcements, and migration guides for new launches
• Maintain and evolve documentation as the platform grows

Requirements

• 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 ability to translate complex technical concepts for non-technical audiences
• Proficiency in Zendesk (or equivalent tool), Markdown/HTML, and version control (Git)
• Data-informed mindset, using analytics to prioritize content and measure impact
• Experience working in Agile development teams and sprint cadences
• Comfortable and effective using AI-assisted writing tools to accelerate content production responsibly
• Familiarity 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

Qualifications

• 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

Skills

• Technical writing
• Content strategy
• Information design
• Analytics
• Agile methodologies
• AI-assisted writing tools
• Inclusive documentation practices

Benefits

The role is eligible for variable pay, issued as a monetary bonus or in another form. Specific benefits may vary by geographic region.

Pay

$85k-$125k per year

Schedule

N/A