Help Center Content Manager

Help Center Content Manager

Siteimprove is a global, people-centric SaaS company driven by a bold missionto make the internet better for everyone who uses it. We empower our customers to amplify their digital impact by increasing reach, supercharging performance, and maximizing ROI. Our platform helps democratize access to brands by delivering engaging and inclusive digital experiences, optimizing marketing performance across channels, and simplifying our customers MarTech stacks.

For Siteimprovers, our growth journey creates countless opportunities for personal and professional development. Surrounded by talented colleagues, theres always someone to learn from. Were a hybrid workplace that values outcomes over hours, offering flexibility and balance while driving exceptional results.

We take our role as a thought leader in digital accessibility seriously. Through our business actions and corporate social responsibility initiatives, we champion global inclusion. As a proud participant in the United Nations Global Compact and a supporter of the Sustainable Development Goals, Siteimprove has spent more than a decade raising awareness about digital accessibility and contributing to a more inclusive World Wide Web.

Today, our inclusive culture connects a global team of more than 500 professionals across North America, Europe, and Australia.

We are a performance-driven organization built on accountability, collaboration, and customer value.

If youre eager to shape the next generation of digital marketing technology in a fast-paced, high-growth environment, we want to hear from you. Siteimprove is just getting startedand were building something extraordinary.

The Help Center Content Manager (HCCM) is responsible for managing and optimizing Siteimproves customer-facing knowledgebase (Help Center). This role focuses on driving the adoption and usage of the Help Center, while shaping its integration with Siteimproves broader systems (e.g., platforms, chatbots, etc.). The HCCM is accountable for gathering and addressing feedback from both customers and internal teams to ensure content remains relevant and effective. The HCCM is also responsible for reviewing the overall structure of the Help Center portal, its services, and implementing long-term strategies to modernize the offering.

Collaboration is key in this role; the HCCM works closely with teams such as Customer Education, Product, and Customer Support to ensure that Help Center content is continuously updated. This content strategy is aligned with Siteimprove's goal to enhance self-service options, reduce the volume of direct customer inquiries, and improve the overall customer experience.

The ideal candidate will have strong written communication skills and a deep understanding of how content can drive customer engagement and success within a SaaS environment. The HCCM is a strategic partner to the Customer Support team, consistently identifying opportunities to improve customer adoption of self-service solutions. Success in this role is defined by effective cross-functional collaboration, a customer-centric approach, and an ability to leverage modern tools and technologies to create a seamless, self-service experience.

What you will be doing

• Administer Siteimprovescontent management process and lifecycle for the Siteimprove Help Center
• Collaborate with multiple Siteimprove teams to ensure content in the Help Center is kept up-to-date and relevant
• Evaluate and adjust new content and existing content updates to ensure consistent tone and formatting of all Help Center articles
• Review and respond to both internal and external (customer) feedback on Help Center content
• Drive adoption and utilization of Help Center content with customers by reviewing analytics reporting and adjusting content as needed
• Oversee the creation, optimization, and ongoing maintenance of Siteimproves chatbot integrations to ensure they deliver Help Center content seamlessly and stay closely aligned with our knowledgebase
• Ensure alignment of Help Center content with larger platform and customer educational strategies (e.g. Pendo, in-line tooltips, Frontier content, etc.)
• Maintain expert level knowledge on Siteimproves product features and functionality
• Perform other duties as assigned

What we will require of you

What we will love about you

In addition, we hope you will appreciate :

Siteimprove is an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https : / / siteimprove.com / en / privacy / .

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