|Posted:||Thursday, March 23, 2023|
Dialpad is where work comes together—one, beautiful workspace for anywhere communication amp; collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.
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.
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]
Skills you’ll bring [i,e., Qualifications]
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.
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.
Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.
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