Case Manager providing intensive support to high - needs individuals transitioning from prison back into the community. Collaborating with prisoners and agencies to aid stability and independence.
About the role
- Manager leading Support Documentation at Fullscript, enhancing customer-facing documentation systems. Overseeing a team to ensure documentation aligns with product evolution and continuously improves.
Responsibilities
- Lead and develop a team of technical writers and documentation specialists
- Own documentation strategy, governance, and lifecycle management
- Oversee publishing workflows and release documentation processes
- Administer and optimize our Content Management System
- Improve information architecture, taxonomy, tagging, and navigation structures
- Use analytics to improve search success, article effectiveness, and self-service performance
- Partner with Product, Engineering, Sales, and Support teams to align documentation with product evolution
- Drive continuous improvement in knowledge management practices
- Strengthen documentation processes that support AI-enabled support experiences
Requirements
- 3+ years of people management experience leading documentation or content teams
- Strong knowledge management experience, including scalable information architecture
- Hands-on experience managing customer-facing knowledge bases
- Experience administering CMS platforms and optimizing publishing workflows
- Experience using analytics and SEO insights to improve discoverability
- Strong cross-functional collaboration skills
- Clear written and verbal communication skills
- Comfort operating in a fast-paced SaaS or technology environment
- **Bonus points if you:**
- Have experience with enterprise CMS or CCMS platforms such as Intercom, Paligo, Heretto, or Adobe Experience Manager
- Have familiarity with accessibility standards such as WCAG
- Have experience supporting AI-driven help center capabilities
Benefits
- Flexible PTO & competitive pay
- RRSP/401k match & stock options
- Premium benefits package
- Fullscript product discounts
- Continuous learning opportunities
- Hybrid & remote work flexibility
Job title
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