The team

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, and the Customer Experience team, as we seek to continuously delight our readers by constantly improving our documentation and communication methodologies.

Your role

Dialpad’s Japanese Knowledge and Content Specialist will own our Japanese client-facing documentation from start to finish, managing and creating concise, simple documentation that drives self-service and minimizes 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.

Your work equips 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 Japanese 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 Knowledge and Content Manager and has the opportunity to be based in the Philippines, working US office hours (MST UTC-7).

What you’ll do

• Grow your product expertise and be able to translate this knowledge into engaging Japanese content.
• Write, edit, and optimize articles for the Dialpad Help Center.
• Analyze Japanese employee and customer behavior within our knowledge base tools to identify successes and improvement opportunities.
• Own end-to-end content creation for the Japanese Dialpad Self-Service Chatbot.
• Train the DSS natural language processing model to drive Customer Support deflection.
• 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

• Fluent in English and Japanese.
• 2+ years of Customer Support.
• 2+ years of technical writing experience.
• Experience with SaaS collaboration.
• Demonstrated ability to communicate in a clear, concise manner.
• Exceptional attention to detail and insatiable curiosity.
• A solutions-oriented mentality with 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 and can easily switch between English and Japanese. 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

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.