Customer Experience Knowledge Management Specialist

At Doist, our mission is to empower people with simple yet powerful tools.

We're a multidisciplinary, fully-remote, team that’s passionate about creating products, like Todoist and Twist, that improve people’s lives. We thrive on innovating new solutions to old productivity challenges and we seek to rethink how productivity tools are made.

Our Core Values

They are few, but they are mighty. From creating processes to decision-making and recruiting, we build our four core values into nearly every single thing we do.

• Ambition. You aspire to put a dent in the universe. You set high standards for yourself and those around you. You solve issues that have a high impact on our customers and our company.
• Mastery. You care deeply about the quality of your work. You’re continuously learning and pushing yourself to the limits of your ability. As a champion of your craft, you are also a champion of your well-being – you work intensely, then disconnect completely.
• Independence. Others can trust that you’ll deliver on time. You keep your word and trust your teammates to do the same. You are proactive, take ownership, and remain accountable with little or no direction.
• Communication. Your communication is clear, concise, and engaging. You keep others in the loop and never go radio silent. You speak respectfully and foster warm relationships through your interactions. You’re culturally and socially aware and can appropriately navigate social situations.

We invite you to visit our blog to learn more about us, our values, and how we work.

Your Role

As a Knowledge Management Specialist, you’re a creative individual who thrives on fostering a memorable and educational customer experience by leveraging different types of media to deliver a message. You have hands-on experience creating educational content, constructing information architecture, and helping customers with a wide range of technical competencies.

You should already have experience using AI tools to make content creation more delightful and efficient while ensuring tight alignment with product functionality and user needs. With prior experience supporting a SaaS product that regularly undergoes significant changes, you're confident, thoughtful, and a proactive communicator. Your empathy for user challenges allows you to anticipate questions and create resources that help users succeed.

You’ll regularly collaborate with your team members and partner up with product, engineering, design and marketing teams to ensure a great end-to-end user experience for individuals and teams. Together with the wider Customer Experience team, you’ll evolve the self-serve and educational experience for our customers.

On a day-to-day basis, you’ll: 

• Help customers troubleshoot their issues and get a pulse of the challenges they’re facing
• Create user-centered resources that build trust and encourage product adoption
• Publish videos to showcase how to get the most out of features and how to set up workflows
• Identify patterns in support tickets to proactively address common questions
• Collaborate with Doisters across the company to identify documentation needs
• Leverage AI tools strategically to streamline and enhance content creation
• Review and improve existing documentation based on user and internal feedback
• Ensure consistency across all help materials in tone, style, and formatting
• Support new feature rollouts with timely and comprehensive documentation

Requirements

About You

To excel in this role, you’re someone who:

• Has 4+ years of experience in technical writing, product-related content creation, or similar role in SaaS Tech with a focus on educating customers with different forms of media, including live during calls. 
• Has 2+ years of experience in technical customer service for a product-led SaaS product
• Has strong on-camera presentation skills with experience creating engaging product demos, walkthroughs, and other video content.
• A genuine interest in understanding Todoist through active, daily use, and translate that experience into meaningful feedback.
• Has extensive experience and knowledge mastering a product and loves knowing all its ins-and-outs
• Is unafraid to experiment with new types of media to enhance the user experience
• Gets energized by talking with customers and better understand their challenges
• Communicates clearly no matter your audience (internal or external)