Sr. Knowledge and Content Partner
Dialpad
About Dialpad
Ai that means business
Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.
About the team
Dialpad’s Customer Experience Enablement Organization aims to delight customers at every touchpoint. We are dedicated to understanding and meeting their evolving needs and exceeding expectations. Focused on product adoption and user education, Dialpad’s Knowledge and Content Team owns Dialpad’s client-facing documentation, managing and creating concise, simple documentation to drive self-service and minimize churn.
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 teams.
Your role
As a Senior Knowledge and Content Partner, 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 our Ai 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 Senior CX Enablement Manager and has the opportunity to be based in Vancouver or Kitchener, Waterloo.
What you’ll do
- Grow your product expertise and effectively translate this knowledge into engaging content.
- Write, edit, and optimize articles for the Dialpad Help Center.
- Analyze employee and customer behavior within our knowledge base tools to identify successes and improvement opportunities.
- Own end-to-end content creation for the Dialpad Self-Service Chatbot.
- Train the DSS natural language processing model to drive Customer Support deflection.
- Collaborate with the AI Team to continuously improve our Digital Experience offerings.
- 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.
- Mentor our junior Knowledge and Content Specialists.
Skills you’ll bring
- Bachelor's degree in English, communications, or a technical field.
- 6+ years of Technical Writing experience focusing on software product documentation and content design.
- Exceptional attention to detail and insatiable curiosity.
- A well-organized, collaborative, and deadline-oriented mindset.
- Proficiency with Project Management tools such as Jira, Confluence and Monday.com.
- Comfortable with HTML, JS, CSS and Markdown.
- Familiarity with SEO best practices.
- Experience with Document360, Articulate360, LearnUpon and Guru a plus.
- Practical knowledge of Agile and Continuous Delivery practices and disciplines a plus.
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.
Benefits and perks
Benefits, time-off, and wellness
An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and 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.
For exceptional talent based in British Columbia, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in British Columbia role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Culture
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
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.
Diversity, Equity, and Inclusion (DEI) at Dialpad
At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.
Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.
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.
