Job Description:

About the team

Dialpad’s Knowledge and Content Specialist will own Dialpad’s client-facing documentation, managing and creating concise, simple documentation to drive self-service and minimize churn.  In this role, you’ll combine data analysis with UX copywriting and design, translating ‘tech-speak’ into clear and informative Help Center content and chatbot dialogues. 

Dialpad’s Documentation Team team plays an essential role in Customer happiness, providing Dialers and clients with the resources they need to succeed. In this role, you’ll incorporate technical writing, UX research, accessibility standards, and brand design elements to create a frictionless, self-serve experience across the Dialpad Help Center and Dialpad Self-Service platform. This team collaborates closely with product managers, engineers, designers, and the Customer Experience team, as we seek to continuously delight our readers by constantly  improving our documentation and communication methodologies.

Your role

As a Knowledge and Content Specialist, you’ll own Help Center content creation from start to finish, equipping customers and employees with the knowledge they need to get the most out of Dialpad.  You will work closely with Product Managers and the Technical Support Operations Manager to draft compelling, high-quality content and communications to prepare customers for feature releases and product launches. You’ll be the voice of the Dialpad Self-Service chatbot, developing bespoke dialogues and training our natural language model to resolve customer queries without ever needing to connect to a Support agent.

This position reports to our Help Center Content Manager and has the opportunity to be based in the Philippines, working US office hours (MST UTC-7).

What you’ll do [i,e., Responsibilities]

• Grow your product expertise and be able to effectively translate this knowledge into engaging content.
• Write, edit, and optimize articles for the Dialpad Help Center 
• Analyze employee and customer behavior within our knowledge base tools to identify successes and improvement opportunities
• Own end-to-end content creation for the Dialpad Self-Service Chatbot.
• Train the DSS natural language processing model to drive Customer Support deflection.
• Collaborate with the Kare team to continuously improve our Digital Experience offerings.
• Work in an agile environment, ensuring content creation timelines are met.
• Understand and help execute the brand’s long-term goals and strategies.
• Use SEO best practices to improve search functionality.
• Collaborate with other departments to verify information and remove knowledge gaps. 
• Continuously review and edit content to ensure accuracy and alignment with the Dialpad brand.

Skills you’ll bring [i,e., Qualifications]

• 3+ years of Customer Support
• Demonstrated ability to communicate in a clear, concise manner
• Exceptional attention to detail and insatiable curiosity
• A solutions-oriented mentality with great attention to detail 
• Well-organized, collaborative, and deadline-oriented mindset
• Proficiency with Jira and Confluence 
• Familiarity with HTML 
• Familiarity with SEO best practices 

Who you are 

You're a great writer. Writing is a skill that you're proud of, and you’re eager to learn new techniques. You have a natural aversion to jargon, and passive voice is one of your pet peeves.

You’re passionate about driving exceptional customer experiences through concise documentation and you delight in knowing that your knowledge articles will result in efficient customer interactions. 

You're meticulous, and love deciphering patterns in data — you’re always looking for ways to demonstrate that your content is hooking the right people, keeping them engaged and delighted with the Dialpad brand.

Dialpad benefits and perks

Equity, balance, and belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation and equity

Teamwork makes the dream work, and Dialpad offers competitive rates because each and every Dialer participates in our success.