Knowledge & Enablement Lead

Koch · Philadelphia, PA · 3 wk ago

On-siteManagement$85k–$125k/yrFull-time

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 company is launching a modernized registry and is seeking a technical writer to build and scale a customer-facing knowledge base.

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 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

Qualifications

Information design instincts - creating logical hierarchies, not just documents
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

Benefits

The role is eligible for variable pay, issued as a monetary bonus or in another form. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Our benefits plan 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.