Customer Education Content Manager

Introduction 

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity

We’re looking for a Content & Documentation Lead to manage and improve both customer-facing product content and internal process and policy documentation. This role is key in helping our customers and teams access clear, useful, and up-to-date information when they need it. 

You will work closely with teams across Product, Engineering, Customer Support, and Operations to write and maintain documentation that supports customer adoption and smooth internal processes. 

Key Responsibilities  

Customer-Facing Product Documentation 

• Create and maintain customer guides, FAQs, troubleshooting articles, and release notes that help customers get the most from our product. 
• Work with Product Managers and Engineers to understand new features and updates to ensure documentation is accurate and ready in line with product releases. 
• Collaborate with Customer Support to understand common customer questions and challenges and develop content that helps reduce support tickets. 
• Review and update existing product content to ensure it stays current, consistent, and easy to understand. 

Internal Process & Policy Documentation 

• Work with Operations, Product, and Customer teams to document internal processes, team policies, and best practices. 
• Help ensure internal documentation is easy to access, well-structured, and regularly updated to reflect changes. 
• Support teams in creating clear guides for internal use, including onboarding materials, workflows, and process improvements. 

Content Management & Improvement 

• Plan and prioritize content updates in line with product releases and business needs. 
• Regularly review and improve both customer-facing and internal content to keep it relevant and accurate. 
• Suggest and implement ways to make documentation easier to find and use. 
• Track and share feedback and usage data to help improve content quality and usefulness over time. 

Role Requirements 

• 6+ years’ experience in content creation, technical writing, product documentation, or process documentation, ideally within a B2B SaaS environment. 
• Strong writing and editing skills — able to explain complex ideas in simple, clear language. 
• Comfortable working across teams (Product, Engineering, Support, Operations) to gather information and develop effective content. 
• Well-organized and able to manage multiple projects and deadlines at once. 
• Experience with tools like Salesforce, Jira, Confluence, MadCap Flare or similar platforms. 
• A good eye for content structure and consistency. 
• Bonus: Experience writing API or developer documentation, or familiarity with internal knowledge systems. 

Note: Flexible to work UK Shifts.

Who We Are 

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.
We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.
Poppulo is an equal opportunity employer.
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