Join Bright Pattern

Bright Pattern provides the simplest and most powerful AI-powered omnichannel cloud contact center software for innovative companies, growing at over 100% per year and we are looking for stars to join our team!

Director of Technical Content / Publications

As Director of Technical Content/Publications at Bright Pattern, you will be responsible for driving our overall technical content strategy and how it enhances our user’s product experience. Using your extensive technical and leadership experience, you will start as an individual contributor and grow a team of writers over time. This position requires a combination of both excellent technical and management skills. You have to be able to pick the right approach, plan and then follow through the execution – by communicating, convincing, leading. Ideally you would be able to do a superior job yourself, as well as effectively coach and delegate any tasks, so other engineers learn by example. You will be working with our strong professional team that is dedicated to developing the best, most-advanced solution in the market while having the opportunity to grow professionally with fun, exciting, and challenging projects. This role will make a direct impact on our customers and their clients. As an innovative and established start-up your work will be visible and make a difference to our company and customers.

Responsibilities

  • Develop a strategic content plan for the knowledge bases in terms of how-to articles, FAQs, reference materials, in-product guides, walk-thrus and checklists, API documentation, to support onboarding and feature adoption.
  • Conduct content audits to identify gaps in existing knowledge base content.
  • Identify user needs using data and feedback across multiple teams/stakeholders (Customer Success, Support, Retail) and prioritize content as necessary.
  • Standardize terminology across content types (in-app, help articles, marketing materials).
  • Work hands-on with features to test functionality, provide usability feedback, and improve designs.
  • Monitor customer feedback through NPS to understand areas of improvement.
  • Partner with Engineering and Product Management to become familiar with new features and how they enhance Bright Pattern’s customer experience.

Key Skills and Qualifications

  • Degree/Qualifications in a writing-intensive field, Computer Science, Engineering, Information Technology or a related field, and/or significant work experience creating and editing technical content – with a portfolio to demonstrate it.
  • At least 5 years of experience designing and delivering customer-facing documentation/KB
  • At least 1 year of supervisory experience
  • Experience working with cloud/SAAS self-service focused products

Ideal Additional Skills (not required)

  • Experience of defining editorial standards such as a style guide.
  • Experience using multiple documentation tools to write, format, manage, and publish high-quality content.
  • Experience producing/editing video tutorials to help users learn and maximize value from the platform.

Salary and Benefits

  • Competitive compensation
  • Corporate stock options
  • 401K
  • Fast-paced, varied environment
  • Casual workplace
  • Comprehensive benefits (e.g., medical, dental and vision insurance)
  • Paid lunches two days per week
  • Quarterly company events and outings

 

Bright Pattern is a fast-moving cloud software company growing faster than others in the market. You will be in a pivotal role to make a difference and significant contribution to company success as we embark on our next ramp of growth, while working in an exciting, fast-paced startup environment with experienced industry leaders.

Ready to join the Bright Pattern Team? Apply Now!

About Bright Pattern

Bright Pattern offers the only true omnichannel cloud platform with embedded AI that can be deployed quickly and nimbly by business users. Bright Pattern allows companies to offer an effortless and personal customer experience across channels like voice, text, chat, email, video, messengers, and bots. Bright Pattern also allows companies to measure and act on every interaction on every channel with embedded AI omnichannel quality management.

The company was founded by a team of industry veterans who pioneered the leading contact center solutions and are now delivering an architecture for the future. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages. The company is headquartered in South San Francisco/Pleasanton, California.

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Join our team at Bright Pattern today!