[Hiring] Knowledge Base Associate I @HighLevel

Role Description

We’re seeking a motivated Knowledge Base Associate passionate about SaaS product education, and who will help establish the next generation of educated customers in HighLevel. You’ll update, polish, and expand our help documentation, as well as team up with Product, Support, and Marketing, in order to maintain consistency and accuracy of product information.

This pivotal role will serve as the cornerstone for ensuring our customers are equipped with clear, comprehensive guidance while concurrently fine-tuning our internal operations to amplify our marketing impact.

What You’ll Be Doing

• Audit & Optimize: Continuously review help documentation and customer feedback, prioritizing updates or retirements based on data and usability.
• Launch Readiness: Partner with Product Managers and Engineers to publish or update articles in lockstep with new feature releases and enhancements.
• Multimedia Enablement: Create educational media such as screen recordings, GIFs, and screenshots that bring written guides to life.
• Content Strategy: Design larger initiatives (e.g., guided learning paths, in-app tips) that drive adoption and reduce support tickets.
• Cross-Functional Collaboration: Align knowledge-base content with marketing assets, support workflows, and RevOps processes to ensure consistent messaging and discoverability.

Qualifications

• Proven self-starter who excels in a fast-paced, remote SaaS environment.
• Exceptional organizational skills; comfortable managing multiple projects from concept through publication.
• Demonstrated talent for translating technical concepts into clear, customer-friendly language.
• Empathy for end-users and an instinct for anticipating their questions.
• Meticulous attention to detail and commitment to style-guide-compliant, error-free deliverables.
• Excellent written and verbal communication skills; adept at cross-functional collaboration.

Requirements

• 2-3 years in SaaS, martech, or a related software/marketing field.
• 1–3 years creating customer-facing help or “how-to” documentation.
• Hands-on experience working in or with small/local businesses (preferred).
• Proficiency with screen-capture and video tools (Loom, Jumpshare, etc.)
• Deep understanding or, and experience working with/inside, the HighLevel platform.