OnceHub (www.oncehub.com) is an innovative and thriving software-as-a-service company that provides Engagement acceleration solutions to organisations worldwide. We're a team of passionate and driven individuals living and working remotely across five countries and five continents: USA, India, Israel, South Africa, and Colombia. As an IT Services & Support Manager, you will work remotely from home (in India) with colleagues and stakeholders in multiple geographies. Learn more about our employee led approach in our CEO video: https://www.oncehub.com/careers We are a product-led company, and as such, our product is the driver of our business. As an IT Operations Specialist, you are responsible for overseeing the delivery of OnceHub’s internal IT stack to OnceHub employees. Your primary goal is to ensure a stable and secure environment for the delivery of IT services to employees in compliance with IT Policies & Procedures. Key Responsibilities: IT Service Delivery: Oversee the operations of the IT Service Desk. Ensure exceptional IT service delivery to employees, including increased efficiency of service requests resolution, and a reduction in the number of disruptive incidents. Manage the desktop computing environment to ensure that IT equipment is built and maintained to high standards of stability, performance and security. Monitor performance metrics and drive improvements in IT service delivery. Administer and keep track of the company's hardware inventory. Streamline IT onboarding and off boarding processes, ensuring a seamless experience for employees. General Responsibilities: Maintain and enhance OnceHub’s internal IT Services Catalog. Regularly assess and ensure the compliance of IT services with OnceHub’s IT Policies and Procedures. Uphold OnceHub’s Business Continuity Plan (BCP), developing and executing BCP and Disaster Recovery strategies when necessary. Lend support to certification compliance efforts. Assist in the design and implementation of IT training programs for OnceHub employees. Produce high quality documentation as required to support processes. Help maintain robust infrastructure security Qualifications and Skills Required: Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related domain. Demonstrable experience in IT operations and service delivery and compliance management. Experience of configuring Service Desk software. Proven leadership abilities and strong team management skills. Outstanding communication and relationship-building capacities. Problem-solving prowess with a strategic, analytical mindset. A minimum of 3 years’ experience in an IT service delivery role. Must be based in the Delhi NCR region. Apply because you want to... Work in a modern Saas, Product-led company Work remotely from home, saving you commuting time and promoting work-life balance Get exposure to working with stakeholders on a global level across different industries Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth Join a fantastic organisational culture that places learning at the centre of what we do Receive a competitive salary Work in a multicultural environment If you want to contribute directly to the growth of an innovative SaaS company, please send us your CV! Show more Show less

About OnceHub ( www.oncehub.com ): OnceHub ( www.oncehub.com ) is an innovative and thriving software-as-a-service company that focuses on streamlining scheduling and digital engagement processes for organizations globally. We're a team of passionate and driven individuals living and working remotely across 4 countries, driving innovation through shared ideas and fostering a collaborative culture. You will work remotely from home (in India) with colleagues and stakeholders in multiple geographies. Learn more about our employee-led approach in our CEO video: https://www.oncehub.com/careers About the Role: Reporting directly to the Head of Customer Success, you will be a pivotal leader in shaping and evolving OnceHub's knowledge architecture. This hands-on role requires a strategic thinker who can quickly grasp our product's intricacies and effectively translate complex information into clear, accurate, and engaging self-service resources for our clients. You will lead and mentor a small, dedicated team (typically 2 members) of competent CS team leads and valued members, empowering them to contribute high-quality content. You will also strategically tap into the broader Customer Success team's deep product expertise to enrich our knowledge base, ensuring maximum product adoption and customer success. Responsibilities: Knowledge Architecture Strategy: Define and execute the overarching strategy for OnceHub's Knowledge Center, ensuring its structure, content, and delivery mechanisms are optimized for user discoverability, comprehension, and effectiveness. Content Creation & Curation: Quickly understand our product's features and functionalities to actively write, edit, and produce high-quality help articles, user guides, troubleshooting guides and FAQs. Directly create and oversee the production of engaging video tutorials and explainer content for our YouTube channel and Knowledge Center, ensuring all content effectively relays information to our clients. Team Leadership & Development: Lead, mentor, and develop a small, dedicated team (typically 2 members) of competent Customer Success team leads and valued members, empowering them to contribute high-quality content. You will also strategically tap into the broader Customer Success team's expertise to gather insights and enrich our knowledge base. Content Governance & Standards: Establish and enforce content guidelines, style guides, maintenance plans and best practices to ensure consistency, accuracy, and clarity across all knowledge assets. Manage the content lifecycle from creation to deprecation. Cross-functional Collaboration: Work closely with Product, Engineering, Customer Support, and Marketing teams to identify content needs, gather technical information, and ensure the Knowledge Center content aligns with product updates, customer feedback, and business objectives. Performance Analysis & Optimization: Utilize data analytics to monitor Knowledge Center usage, identify content gaps, and measure the impact of content on customer self-service, support deflection, and product adoption. Implement data-driven improvements. Platform Management: Oversee the effective utilization of our knowledge base platforms and tools, exploring new technologies or features to enhance content delivery and user experience. Information Architecture: Design and maintain a logical and intuitive information architecture for the Knowledge Center, ensuring content is easily navigable and searchable. Requirements: Exceptional written and verbal communication skills. Minimum of 5 years of leadership experience in a similar role within a B2B SaaS environment, specifically managing technical content, knowledge bases, or help centers for technology products. Proven experience in developing and implementing knowledge architecture and content strategies. Demonstrated ability to both lead a team of content creators and actively produce high-quality technical documentation and video content. Demonstrated ability to quickly understand complex software products and translate technical information into clear, user-friendly content for various audiences. Strong understanding of customer support principles and how effective self-service content contributes to customer success. Experience with content management systems (CMS), knowledge base platforms, Learning Management Systems (LMS) and video production tools. Excellent analytical skills with the ability to use data to inform content decisions. Strong project management and organizational skills with the ability to manage multiple priorities in a fast-paced, remote environment. Experience leading and managing remote teams is highly desirable. A degree from a reputable university. Must be based in India. Ideally, experience working within a Product-Led Growth (PLG) company. Bonus Points: Experience with specific customer support software and CRM systems, such as Zapier, Hubspot and Infusionsoft. Demonstrated ability to translate complex technical concepts into easily understandable language for a diverse audience. Experience in instructional design tools such as Articulate 360. Apply because you want to... Work in a modern SaaS, Product-led company Work remotely from home, saving you commuting time and promoting work-life balance Get exposure to working with stakeholders on a global level across different industries Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth Join a fantastic organizational culture that places learning at the center of what we do Receive a competitive salary Work in a multicultural environment. Show more Show less

About OnceHub ( www.oncehub.com ): OnceHub ( www.oncehub.com ) is an innovative and thriving software-as-a-service company that focuses on streamlining scheduling and digital engagement processes for organizations globally. We're a team of passionate and driven individuals living and working remotely across 4 countries, driving innovation through shared ideas and fostering a collaborative culture. You will work remotely from home (in India) with colleagues and stakeholders in multiple geographies. Learn more about our employee led approach in our CEO video: https://www.oncehub.com/careers About the Role: Based remotely in India, you will be a critical leader in shaping our customer journey and driving customer success. You will lead and manage our Customer Support knowledgebase, API documentation and AI based support , which includes the Knowledge Center as well as the AI agents that will interact with our customers based on this knowledge. Responsibilities: Knowledge Center Strategy & Management: Own the strategic direction and overall effectiveness of our global Knowledge Center. Ensure it is a comprehensive, user-friendly, and effective self-service resource. AI Powered Content Strategy & Framework Management: Oversee the development, implementation and maintenance of a robust AI powered content strategy and framework for help articles, videos, FAQs and troubleshooting guides within the Knowledge Center, ensuring it empowers customers and drives product adoption. Content Production Oversight & Team Guidance: Provide leadership and guidance in the creation of high-quality, accurate, and AI powered written and video content. API documentation: Develop and maintain high-quality documentation for all APIs, webhooks, and integrations. Customer facing AI agents: Create and manage the customer facing AI agents to serve as a first touchpoint for customers. Optimize the AI agents via continuous monitoring and updates. Requirements: Proven experience in using AI to create help center written and video content Experience in prompting and optimizing AI products. Strong experience in managing the strategy and operations of a comprehensive knowledge/help center and overseeing content strategy. 3+ years in technical writing, developer documentation, or developer relations, ideally with API products. Strong understanding of RESTful APIs, JSON, HTTP, and common authentication methods (OAuth, API keys, etc.). Excellent written and verbal English communication skills. Significant experience (5+ years) in a senior software product/content role. Proven experience in leading and driving customer-facing initiatives with cross-functional teams. Deep understanding of the B2B customer lifecycle and experience with the customer journey. Hands-on approach with a willingness to be involved in strategic guidance and support. Excellent process and project management skills with the ability to think strategically and implement tactically. A degree from a reputable university. Must be based in India. Ideally, experience working within a Product-Led Growth (PLG) company.  Apply because you want to... Work in a modern SaaS, Product-led company Work remotely from home, saving you commuting time and promoting work-life balance Get exposure to working with stakeholders on a global level across different industries Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth Join a fantastic organisational culture that places learning at the centre of what we do Receive a competitive salary Work in a multicultural environment