Technical Writing Lead Customer Support

Job Title: Technical Writing Lead

Location: India (Remote)

About OnceHub (

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:

Customer Support knowledgebase, API documentation and AI based support

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