Manager, Support Documentation
Fullscript•Toronto, ON
•$80,000 - $95,000•Hybrid
About The Position
Clear, accurate, and scalable documentation is foundational to delivering a connected experience across our platform. As Manager, Support Documentation, you will lead the strategy, governance, and operations behind our customer-facing documentation systems. You will oversee a team of writers and documentation specialists, ensuring our knowledge base and support content are structured, reliable, and continuously improving. This role is both strategic and operational, requiring strong systems thinking, content governance discipline, and cross-functional partnership.
Requirements
- 3+ years of people management experience leading documentation or content teams
- Strong knowledge management experience, including scalable information architecture
- Hands-on experience managing customer-facing knowledge bases
- Experience administering CMS platforms and optimizing publishing workflows
- Experience using analytics and SEO insights to improve discoverability
- Strong cross-functional collaboration skills
- Clear written and verbal communication skills
- Comfort operating in a fast-paced SaaS or technology environment
Nice To Haves
- Have experience with enterprise CMS or CCMS platforms such as Intercom, Paligo, Heretto, or Adobe Experience Manager
- Have familiarity with accessibility standards such as WCAG
- Have experience supporting AI-driven help center capabilities
Responsibilities
- Lead and develop a team of technical writers and documentation specialists
- Own documentation strategy, governance, and lifecycle management
- Oversee publishing workflows and release documentation processes
- Administer and optimize our Content Management System
- Improve information architecture, taxonomy, tagging, and navigation structures
- Use analytics to improve search success, article effectiveness, and self-service performance
- Partner with Product, Engineering, Sales, and Support teams to align documentation with product evolution
- Drive continuous improvement in knowledge management practices
- Strengthen documentation processes that support AI-enabled support experiences
Benefits
- Flexible PTO & competitive pay
- RRSP/401k match & stock options
- Premium benefits package
- Fullscript product discounts
- Continuous learning opportunities
- Hybrid & remote work flexibility
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
