Senior Technical Writer & Product Documentation Lead

We have a world class agile market research platform. We help brands rewire their traditional ad & innovation development processes with insights early, often & connected to create a learning loop. The result? They get smarter over time. Insights teams have more impact. Brands launch better ads & products.

We were founded in 2012 with the dream of creating end-to-end automated research. Fast forward 10 years and we have 1,000+ happy customers, 100,000+ ideas tested and we operate in 50+ research markets. And we’re entering the next phase of our growth journey!

So how do we do it? 

Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market. 

Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.

About the team:

At Zappi, you’ll be joining a passionate team of marketers who are on a mission to help our own world-class customers, some of the best-known B2C brands on the planet, to evolve their own marketing, advertising, and innovation. We have a distinctive, highly differentiated brand, known for our quirky and fun energy, and for building incredible relationships with our customers. Our customers love us, promote us, and love to get on stage with us. Probably because we love them too! This comes through in our marketing, and in the way we work every day.

About the role:

As a Senior Technical Writer & Product Documentation Lead, you’ll join Zappi as a key member of the Product Marketing team and work closely with our Product, Engineering, and Customer Success/Support teams to ensure our technical documentation is clear, accurate, and seamlessly integrated into the product experience. You will be instrumental in improving our current Help Center and Knowledge Base. The focus of this work will be on improving accuracy, completeness, and consistency of content, driving forward documentation usability, refining documentation workflows, assessing, and potentially leading a migration of knowledge base platforms.

This role is ideal for someone who has proven success in high-growth SaaS environments, understands go-to-market processes for product releases, and enjoys working cross-functionally to drive technical documentation excellence.

What You’ll Do:

• Own and improve product documentation: write, structure, and maintain high-quality user-facing and internal documentation, including “getting started” guides, foundational internal and external technical content, as well as troubleshooting resources.
• Collaborate with product & engineering: actively participate in product releases and product/engineering discussions to document both existing features and all technical changes effectively.
• Enhance knowledge base usability & experience: with the VP of product marketing, lead a revamp of information architecture, optimize findability/searchability, and improve overall KB engagement to drive measurable improvements to self-service.
• Lead documentation revamps & migrations: If needed, drive technical migrations between knowledge base platforms and lead holistic redesigns of our help center.
• Develop scalable documentation workflows: establish best practices for documentation versioning, coordination with solution sunsetting, as well as processes for new contributions outside of release processes
• Champion self-service & customer enablement: Ensure customers can easily find answers and troubleshoot issues, reducing reliance on direct support.

What We’re Looking For:

• 5+ years of experience in technical writing + product documentation, and/or closely related fields in SaaS companies.
• Strong background collaborating with Product and Engineering teams within product release processes.
• Experience with revamping knowledge bases and improving usability of self-service documentation is a must
• Knowledge of modern documentation tools (e.g., Confluence, MadCap Flare, Document360, ReadMe, Hubspot Service Hub, Zendesk Guide, etc.).
• Understanding of technical concepts, APIs, and developer documentation.
• Strong sense of ownership, organization, and ability to work autonomously.
• Bonus: Experience migrating KBs from one system to another and optimizing taxonomies, metadata, and search capabilities.

Why Join Us?

• Opportunity to own and shape the technic