Help Center Content Manager
Siteimprove.com
Office
Minneapolis, Minnesota
Full Time
Siteimprove is a global, people-centric SaaS company driven by a bold mission—to make the internet better for everyone who uses it. We empower our customers to amplify their digital impact by increasing reach, supercharging performance, and maximizing ROI. Our platform helps democratize access to brands by delivering engaging and inclusive digital experiences, optimizing marketing performance across channels, and simplifying our customers’ MarTech stacks.
For Siteimprovers, our growth journey creates countless opportunities for personal and professional development. Surrounded by talented colleagues, there’s always someone to learn from. We’re a hybrid workplace that values outcomes over hours, offering flexibility and balance while driving exceptional results.
We take our role as a thought leader in digital accessibility seriously. Through our business actions and corporate social responsibility initiatives, we champion global inclusion. As a proud participant in the United Nations Global Compact and a supporter of the Sustainable Development Goals, Siteimprove has spent more than a decade raising awareness about digital accessibility and contributing to a more inclusive World Wide Web.
Today, our inclusive culture connects a global team of more than 500 professionals across North America, Europe, and Australia.
We are a performance-driven organization built on accountability, collaboration, and customer value.
If you’re eager to shape the next generation of digital marketing technology in a fast-paced, high-growth environment, we want to hear from you. Siteimprove is just getting started—and we’re building something extraordinary.
The Help Center Content Manager (HCCM) is responsible for managing and optimizing Siteimprove’s customer-facing knowledgebase (Help Center). This role focuses on driving the adoption and usage of the Help Center, while shaping its integration with Siteimprove’s broader systems (e.g., platforms, chatbots, etc.). The HCCM is accountable for gathering and addressing feedback from both customers and internal teams to ensure content remains relevant and effective. The HCCM is also responsible for reviewing the overall structure of the Help Center portal, its services, and implementing long-term strategies to modernize the offering.
Collaboration is key in this role; the HCCM works closely with teams such as Customer Education, Product, and Customer Support to ensure that Help Center content is continuously updated. This content strategy is aligned with Siteimprove's goal to enhance self-service options, reduce the volume of direct customer inquiries, and improve the overall customer experience.
The ideal candidate will have strong written communication skills and a deep understanding of how content can drive customer engagement and success within a SaaS environment. The HCCM is a strategic partner to the Customer Support team, consistently identifying opportunities to improve customer adoption of self-service solutions. Success in this role is defined by effective cross-functional collaboration, a customer-centric approach, and an ability to leverage modern tools and technologies to create a seamless, self-service experience.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.
For Siteimprovers, our growth journey creates countless opportunities for personal and professional development. Surrounded by talented colleagues, there’s always someone to learn from. We’re a hybrid workplace that values outcomes over hours, offering flexibility and balance while driving exceptional results.
We take our role as a thought leader in digital accessibility seriously. Through our business actions and corporate social responsibility initiatives, we champion global inclusion. As a proud participant in the United Nations Global Compact and a supporter of the Sustainable Development Goals, Siteimprove has spent more than a decade raising awareness about digital accessibility and contributing to a more inclusive World Wide Web.
Today, our inclusive culture connects a global team of more than 500 professionals across North America, Europe, and Australia.
We are a performance-driven organization built on accountability, collaboration, and customer value.
If you’re eager to shape the next generation of digital marketing technology in a fast-paced, high-growth environment, we want to hear from you. Siteimprove is just getting started—and we’re building something extraordinary.
The Help Center Content Manager (HCCM) is responsible for managing and optimizing Siteimprove’s customer-facing knowledgebase (Help Center). This role focuses on driving the adoption and usage of the Help Center, while shaping its integration with Siteimprove’s broader systems (e.g., platforms, chatbots, etc.). The HCCM is accountable for gathering and addressing feedback from both customers and internal teams to ensure content remains relevant and effective. The HCCM is also responsible for reviewing the overall structure of the Help Center portal, its services, and implementing long-term strategies to modernize the offering.
Collaboration is key in this role; the HCCM works closely with teams such as Customer Education, Product, and Customer Support to ensure that Help Center content is continuously updated. This content strategy is aligned with Siteimprove's goal to enhance self-service options, reduce the volume of direct customer inquiries, and improve the overall customer experience.
The ideal candidate will have strong written communication skills and a deep understanding of how content can drive customer engagement and success within a SaaS environment. The HCCM is a strategic partner to the Customer Support team, consistently identifying opportunities to improve customer adoption of self-service solutions. Success in this role is defined by effective cross-functional collaboration, a customer-centric approach, and an ability to leverage modern tools and technologies to create a seamless, self-service experience.
What You Will Be Doing
- Administer Siteimprove’scontent management process and lifecycle for the Siteimprove Help Center
- Collaborate with multiple Siteimprove teams to ensure content in the Help Center is kept up-to-date and relevant
- Evaluate and adjust new content and existing content updates to ensure consistent tone and formatting of all Help Center articles
- Review and respond to both internal and external (customer) feedback on Help Center content
- Drive adoption and utilization of Help Center content with customers by reviewing analytics reporting and adjusting content as needed
- Oversee the creation, optimization, and ongoing maintenance of Siteimprove’s chatbot integrations to ensure they deliver Help Center content seamlessly and stay closely aligned with our knowledgebase
- Ensure alignment of Help Center content with larger platform and customer educational strategies (e.g. Pendo, in-line tooltips, Frontier content, etc.)
- Maintain expert level knowledge on Siteimprove’s product features and functionality
- Perform other duties as assigned
What We Will Require Of You
- Bachelor’s degree in computer and information sciences, communications, or related field, or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities
- Excellent verbal and written communication skills working in a professional environment centered around complex technical topics
- Experience using customer service ticketing and customer-facing knowledgebase systems (e.g. Freshdesk, Zendesk, Salesforce, etc.)
- Strong collaboration and teambuilding skills
- Demonstrates clear strategic perspective and can formulate project plans that tie back to defined objectives
- Highly motivated, self-starter, able to thrive in fast paced environments
- Excellent, time management, organizational and planning skills
- Minimum 1+ years of experience in writing content for web-based consumption
What We Will Love About You
- Experience configuring/administering customer service platforms and knowledgebase systems
- Experience developing and maintaining a lifecycle for web-based content
- Software-as-a-Service (SaaS) customer service experience
- Familiarity using Jasper AI toolset and the JIRA task management system
- Excellent problem solving and creative thinking skills
- Demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks
In Addition, We Hope You Will Appreciate:
- Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and volunteer leave.
- Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
- Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.