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Manager, Technical Communication

ChartHop

Remote
  • Job Type: Full-Time
  • Function: Marketing/PR/Product Mktg
  • Industry: Enterprise
  • Post Date: 01/11/2022
  • Website: charthop.com
  • Company Address: , New York, NY

About ChartHop

ChartHop is the world’s first organizational management platform empowering leaders and team members alike to see the past and present of their organization and design its future.

The platform automagically builds fluid, data-driven views of a company through real-time updated org charts, custom reporting, and headcount planning tools that boost efficiency and transparency across teams.

Job Description

Who we are:

ChartHop delivers a fresh take on People Analytics, bringing disparate sources of people data together in a dynamic platform that’s visual and actionable. Unlike legacy People Analytics solutions, ChartHop is designed to be used by the whole organization. This helps companies improve organizational health, drive alignment and accountability, and save time and money. 

ChartHop plays well with dozens of platforms through robust integrations across the HR tech stack, and serves companies like BetterCloud, Lightspeed, Starburst and InVision. ChartHop was founded in 2019 by Ian White and is backed by Andreessen Horowitz. 

We’re looking for skilled and motivated people to join our team! Do you want to help companies unleash the power of their people data to plan effectively and with intention? Do you have what it takes to envision the future of work, and then to take us there? Join us!

 

Manager, Technical Communication

As a Manager, Technical Communication, you will partner with our product and commercial teams to enable customers to maximize the value of ChartHop’s products and services. You will manage the entire technical communication lifecycle from planning to sunset. This role will report to the VP of User Experience.

 

We will measure your success through:

  • Customer Support Requests
  • Customer NPS
  • Documentation coverage
  • Quality of documentation, training aids & presentations
  • Daily / Monthly Active Users
  • Customer Onboarding Time

 

As a Manager, Technical Communication, you will:

  • Define and continually improve the technical communications discipline at ChartHop, including resourcing, processes, tools & documentation standards.
  • Manage team of technical writers, digital media production specialists, and other UX content roles.
  • Work closely with UX, Product Management, Engineering & commercial teams to deliver the full value of our products & services to our customers and prospects.
  • Plan, produce, edit and maintain effective documentation — including guides for users, onboarding, integration, API, and training materials, FAQs, Knowledge Base articles, video content scripts, and UI copy, for both internal and external, technical and non-technical audiences.
  • Define and operationalize product content processes and systems.
  • Define and maintain authoring guidelines for documentation aligned to our overall brand tone of voice.
  • Collect and analyze performance data of content, content systems and processes. 
  • Set and achieve targets based on KPIs such as customer delight and operational savings.
  • Define and execute documentation best practices for localization readiness.
  • Create & maintain other learning aids such as video, product tours, app cues and demos, as needed.
  • Facilitate and support product training and enablement, as needed.

 

Requirements:

  • Bachelor’s degree or equivalent work experience.
  •  5+ years of relevant experience (writing, content management, teaching) — creating and managing content for complex software products.
  • 2+ years experience managing technical content creators.
  • Strong communication and collaboration skills with a desire to work with subject matter experts around the team.
  • Ability to translate highly technical and complex concepts into simple instructions for the end user.
  • Experience with the following tools/languages preferred: Markdown, Notion, Github, Zendesk Guide, JavaScript, and REST APIs.

 

Writing samples are required for consideration.

 

Unsure if you meet the qualifications? We encourage Content professionals who are passionate about this work to apply!

 

Our Core Values:

We're building ChartHop to be the best People Software on the planet and that starts with hiring the best people globally. We’re building an inclusive culture we’re looking for people who embrace our core values:

  • Fast: Move with intentional speed.
  • Inclusive: Welcome our differences.
  • Transparent: Trust, collaborate, share.
  • Optimistic: Dream big, think practically.

 

Perks and Benefits:

  • Health/benefits coverage (Medical, Dental, Vision, Life insurance, Long term and Short term disability, many more) 
  • MacBook Pro
  • Work from home supplies stipend
  • Professional development stipend
  • Vacation days 
  • 401K
  • Parental leave
  • Pet insurance
  • Mental Health benefits 
  • Many more 

 

Salary range - $150K- $180K base plus bonus and equity

 

ChartHop is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.

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