Senior Documentation Team Lead
Shopify
Ottawa, Canada
4d ago

Kurt Vonnegut said that tech writing is the only creative writing role where personality should not come through. But this isn’t tech writing, it’s a job posting.

We’re looking for a Senior Documentation Team Lead to help grow our team and shape the future of how people will interact with help content.

We work on the Help Center for Shopify merchants and partners (). Hi, we are the documentation team.We are obsessed with creating high-

quality content that our audience can trust. With empathy for our merchants as a guide, we work closely with Product, Engineering, and UX teams to make complex concepts approachable, and to enable anyone to use our product with ease.

We seek to continuously improve our self-help offering for our merchants by listening to their feedback, and by embracing new technologies, including chatbots, video, and visual content, that make our merchants' lives easier.

We aim to provide an effortless experience for our merchants and partners, so they can get the help they need, when they need it, and in the form they find most accessible.

Also, we love cats pets.Our team is in the Knowledge Management (KM) organization, which means you’ll collaborate across the KM leadership team to identify ways to improve the merchant experience through our KM initiatives.

The KM team works to improve the overall service experience for our merchants, partners, and internal clients, by inspiring confidence, earning trust, connecting people, and delivering the knowledge they need, when they need it.

We think that when you know better, you do better, so we aim to provide content that people want to use and can rely on.

We believe in testing, iteration, and giving people room to experiment and grow. We encourage learning from past experience, and model this by leading with transparency, and actively seeking feedback.

Strong feedback loops at every level of the KM organization allow us to always be learning and improving to better serve ourselves, our team, and Shopify.

As a Senior Documentation Team Lead, you’ll focus on :

  • Building the Help Center :
  • Planning, resourcing, and executing projects.
  • Helping your team define their roadmap and identifying how you’ll get there.
  • Being a source of knowledge in technical writing principles.
  • Using both qualitative and quantitative data to identify projects that will improve the overall quality and functionality of the Help Center.
  • Identifying opportunities to collaborate with other teams, to improve our self-help offering for our merchants and partners.
  • Supporting and developing your direct reports :
  • Mentoring, and creating growth opportunities for the people on your team.
  • Growing your team’s expertise in their craft.
  • Establishing great relationships with other teams, across offices, and identifying opportunities to collaborate.
  • Establishing and maintaining KPIs to track the operational effectiveness of the team’s initiatives.
  • Working with other leads in the KM organization :
  • Participating in planning related to the whole KM organization.
  • Providing regular updates on projects and key initiatives.
  • Contributing to KM-wide presentations.
  • Collaborating with other KM and Support groups to identify and solve structural problems.
  • Our ideal candidate has :

  • Experience leading documentation teams, preferably in a software development company.
  • Expertise in information architecture, content discoverability, and best practices for search.
  • Knowledge of content management systems, industry tools, languages or formats like Markdown or Asciidoc, and xml data models for writing and publishing content.
  • Experience working with cross-functional teams including designers, researchers, and engineers.
  • Experience leading, managing, and coaching a diverse team of technical writers.
  • A passion and curiosity to constantly learn new things. Shopify changes fast, and we need our people to be able to change and learn fast, too.
  • Some recent projects include :

  • Migrating the Help Center to leading edge technology following a docs as code ethos.
  • Determining the strategy to support multilingual help documentation.
  • Improving Support contact deflection with help documentation.
  • Building a YouTube channel and creating videos of some of our most popular help content.
  • How to apply We are just a docs team standing in front of a Senior Documentation Team Lead asking them to join us. Are you interested in helping us shape the future of our Help Center at Shopify?

    Submit your application using the button. Please address your cover letter to Dana Tessier, Director of Knowledge Management.

    Posting will be live until June 15th

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