Position Details

Type Full-Time

Experience entry

Exp. Years Not specified

Education Not specified

Category Marketing & Digital Marketing

About this role

The Knowledge Base Associate I will own ongoing improvements to HighLevel’s help documentation and SaaS customer education materials. The role emphasizes audit-and-optimize workflows, creation of multimedia enablement assets, and cross-functional alignment with Product, Support, Marketing, and RevOps.

Key Responsibilities

Audit and optimize help documentation using data and usability
Partner with Product Managers and Engineers for launch readiness updates
Create educational media (screen recordings, GIFs, screenshots)
Develop content strategy initiatives (guided learning paths, in-app tips)
Collaborate cross-functionally across Product, Support, Marketing, and RevOps

Technical Overview

This is primarily content operations for a SaaS product education program, with a focus on maintaining a knowledge base that stays synchronized with new feature releases. It includes creating screen-based learning media and designing in-app guidance like guided learning paths and in-app tips.

Ideal Candidate

The ideal candidate is an entry-level knowledge base professional passionate about SaaS product education and helping customers succeed through clear, accurate help documentation. They can audit and optimize existing articles, create multimedia training assets (screen recordings, GIFs, and screenshots), and collaborate closely with Product, Support, Marketing, and RevOps to keep content aligned with feature releases.

Must-Have Skills

Updatepolishand expand help documentationMaintain consistency and accuracy of product informationAudit and optimize help documentation using data and usabilityCreate educational media such as screen recordingsGIFsand screenshotsPartner with Product Managers and Engineers to publish or update articles in lockstep with new feature releasesAlign knowledge-base content with marketing assetssupport workflowsand RevOps processes

Required Skills

help documentationSaaS product educationaudit and optimizelaunch readinessscreen recordingsGIFsscreenshotscontent strategyguided learning pathsin-app tipscross-functional collaborationRevOps

Hard Skills

help documentation (help documentation and customer feedback review)help documentation auditingdocumentation optimizationlaunch readiness collaboration (publishing/updating articles for new feature releases)multimedia enablement content creationscreen recordings creationGIF creationscreenshot creationcontent strategyin-app tips designguided learning paths designcross-functional collaboration with ProductSupportand MarketingRevOps processes alignmentSaaS product educationcustomer feedback analysis

Soft Skills

motivationattention to detail for accuracy and consistencycross-functional collaborationcommunicationprioritizationteamworkusability-focused thinking

Industry & Role

Industry SaaS

Job Function Produce and optimize SaaS help documentation and customer education content.

Role Subtype Content Marketer

Keywords for Your Resume

Knowledge Base Associate IKnowledge Base Associatehelp documentationSaaS product educationaudit & optimizelaunch readinessscreen recordingsGIFsscreenshotscontent strategyguided learning pathsin-app tipscross-functional collaborationRevOpsProduct ManagersEngineersSupportMarketingcustomer feedbackprioritizing updates or retirementsdata and usabilitymaintain consistency and accuracy

Deal Breakers

Must be able to update and maintain help documentation accuracy and consistency, Must be able to create educational media (screen recordings, GIFs, and screenshots), Must be able to collaborate with Product, Support, and Marketing

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