Product Documentation Lead
About The Position
Triple Whale’s product is powerful, opinionated, and evolving fast. Our customers rely on us to help them understand not just what exists, but what to do next and why it matters. Right now, our knowledge base is doing important work — powering onboarding, training, and Moby, our AI system — but it’s not consistently meeting customers where they are. When the KB is unclear, everything downstream is unclear. This role exists to change that. We’re looking for someone to fully own our customer-facing knowledge base and product documentation with a relentless customer advocacy lens. You’ll be the translator between product intent and customer understanding, ensuring that everything we publish reflects how customers actually experience the product, move through workflows, and try to accomplish real outcomes. If you’re energized by making complex products feel intuitive, human, and genuinely helpful, this role has your name on it. Every piece of documentation you touch answers one core question: “If I were a customer reading this, would I actually understand how to use the product — and feel confident about what to do next?”
Requirements
- 1–4+ years of experience in product documentation, knowledge management, technical writing, or customer education
- Strong customer empathy — you naturally think in workflows, outcomes, and mental models
- Experience working cross-functionally with Product and Support teams
- Exceptional writing and editing skills, with a consistent, approachable voice across written and video-based content
- Comfort creating short-form product videos (e.g. walkthroughs, explainers, feature overviews) to complement written documentation
- Strong technical aptitude and comfort with data and analytics concepts (e.g. metrics, attribution, dashboards, data models), with the ability to translate complex ideas into clear, customer-friendly guidance
- Comfort owning systems end-to-end and improving them over time
Nice To Haves
- Experience documenting SaaS, ecommerce, or data/analytics products is a plus
- Familiarity with AI-powered documentation or chat systems is a plus
- Experience restructuring or rebuilding a knowledge base from the ground up is a plus
- Background in customer support or enablement is a plus
Responsibilities
- Own the Knowledge Base end-to-end
- Write through a customer advocacy lens
- Connect knowledge between teams
- Keep everything current and trustworthy
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
