L&D Technical Content Writer

| Greater Denver Area
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L&D Technical Content Specialist

at Gusto

Denver, CO


About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.

The L&D team at Gusto is looking to hire a Technical Content Specialist who will strategically develop and manage documentation and knowledge management systems that supports our growing Customer Experience Team. This specialist will be responsible for partnering with internal SME’s to translate complex content, policies, and processes into a well organized and managed knowledge base that simplifies access and understanding for all CX teams. 

The Learning and Development team is responsible for ensuring that our customer experience teams have the knowledge and skills to be successful. The ideal candidate will be deadline driven, have a passion for creative problem solving and is eager to partner with Subject Matter Experts and facilitators to deliver a quality experience.

Here’s what you’ll do day-to-day:

  • Write, publish, and maintain high quality content within the knowledge base including process guides, reference materials, troubleshooters, and talking points.
  • Prepare and execute on a knowledge management strategy with the goal of improving quality while reducing the time Advocates spend searching for information.
  • Build & expand on key cross-functional relationships and identify subject matter experts within the Customer Experience organization.
  • Manage content development workflows to ensure knowledge base content is effective, complete, and always up to date.
  • Partner with Learning & Development specialists to ensure knowledge base content aligns with what is being taught in training programs.
  • Identify and execute on opportunities to optimize the knowledge base and improve current documentation based on usage metrics, performance data, and Customer Engagement Advocate feedback.
  • Measure and report out on the effectiveness of knowledge management initiatives and key metrics.

Here’s what we're looking for:

  • 3+ years of experience in developing and implementing knowledge management strategies, managing and/or developing content for online help centers (internal or external facing), including articles, standard responses, operating procedures, and/or training modules.
  • Demonstrated technical writing ability
  • Experience implementing knowledge management initiatives with change management principles
  • Demonstrates proficiency with leveraging data to drive strategy and decision making.
  • Experience leading knowledge and content teams in support or customer service environments.
  • Excellent presentation and interpersonal skills
  • Strong ability to partner and collaborate with business stakeholders
  • Has a proven record managing large cross-functional projects and tight deadlines.
  • Preferred experience with Confluence, SQL

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks

Location

1201 16th St, Suite 350 , Denver, CO 80202

What are Gusto Perks + Benefits

Gusto Benefits Overview

We believe in taking care of you...

In order to do the best work of your life, it is important that you are valued and taken care of. At Gusto, we value our employees above all else and are committed to continually seeking out new ways to foster their well-being. Our values drive how we work and also how we design our benefits program.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
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