The Role

You’re passionate about technical writing and understand how important strong documentation is to the customer experience. You’re a talented writer and can translate technical details into clear, everyday language that our customers can understand. You act as the customer advocate, thinking about what the customer needs to know as a new user, and what they need as they become more advanced. You’re able to come up with a cohesive strategy and see the big picture. 

You will partner closely with various functions across Support and our internal partners to help us scale and streamline operations. You will own existing processes and systems supporting the end to end execution of your programs, drive improvement, and support definition of future requirements. You’ll be part of the team that’s shaping the operational strategy for Outreach.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include:

• Working with internal teams to define and prioritize support documentation requirements
• Developing templates that provide a consistent format for use across the team
• Owning user interface copy for Knowledge Base content, collaboratively working with cross-departmental teams to review, restructure, and identify gaps in the existing customer-facing Knowledge Base.
• Producing conceptual, how-to, and reference documentation for employees and customers alike
• Defining usage metrics and using a data-driven approach to prioritize and drive improvements for the Knowledge Base
• Managing updates and revisions to existing documentation through the creation and implementation of a 90 day governance process
• Helping define the Outreach support community, creating a process for how the support team engages with our customers in the community. 

Basic Qualifications

• 5+ years of relevant experience such as project administration/coordination, customer support, or technical support
• Bachelor’s degree
• Strong written and verbal communication skills
• Admin Experience with Zendesk Guide
• Strong interpersonal skills
• Highly adaptable and ability to thrive in a fast-paced and priority-driven environment
• Excellent time management, prioritization and organizational skills
• Strong attention to detail
• Self-starter, proactive and solutions oriented
• Ability to work well independently and on a matrixed team
• Excellent follow-up and customer service skills
• Strong analytical and problem-solving skills
• Aptitude to learn the Outreach product
• You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

• Technology or startup company experience
• SaaS experience
• Experience with project management tools
• Experience with the technologies we use, including Outreach, Gmail, Jira, Zendesk, and Slack
• Knowledge of internal knowledge base structures and a strong understanding of customer communities

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen