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User Guidance Lead
ICT
💰 Salary Not shared
📊 Market 4,500 EUR–6,500 EUR/mo (54,000 EUR–78,000 EUR/yr)
About the Company
Smartly is looking for a User Guidance Lead to lead our small User Guidance team and evolve how product knowledge reaches our customers, our internal teams, and increasingly our AI-powered experiences. This role has evolved beyond traditional technical writing and Knowledge Base management. Our product documentation is no longer consumed only by people reading articles: it also powers AI search, customer-service AI, contextual guidance, APIs, MCP integrations, and emerging agentic experiences. You will own the strategy and execution for making Smartly's product knowledge accurate, discoverable, reusable, and accessible to both humans and AI . You will manage a small team of technical writers while remaining hands-on. You will work closely with Product, Engineering, Design, Support, Customer Success, Data, and AI teams to ensure that new capabilities are properly documented and that product knowledge can be reliably consumed wherever customers need it. You will be successful when:
Requirements
- ● Strong experience in technical writing, content design, user guidance, developer documentation, or knowledge management in a software/SaaS environment.
- ● Experience leading people or a small content/documentation function.
- ● Excellent written and spoken English.
- ● Strong understanding of information architecture and structured content.
- ● Experience working closely with Product, Engineering, and Design teams.
- ● Comfortable understanding technical concepts and translating them into information appropriate for different audiences.
- ● Practical experience with modern documentation platforms and workflows.
- ● Experience using analytics to understand how documentation or guidance is performing.
- ● Ability to operate hands-on while also setting direction and priorities.
- ● Ability to work 3 days / week at our office in Helsinki
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