Knowledge Base Associate I

About us
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.

To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.

Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.
Our people
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.
Our impact
Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.

Learn more about us on our YouTube Channel or Blog Posts

Who You Are:  

We’re seeking a motivated Knowledge Base Associate passionate about SaaS product education, and who will help establish the next generation of educated customers in HighLevel. You’ll update, polish, and expand our help documentation, as well as team up with Product, Support, and Marketing, in order to maintain consistency and accuracy of product information.

This pivotal role will serve as the cornerstone for ensuring our customers are equipped with clear, comprehensive guidance while concurrently fine-tuning our internal operations to amplify our marketing impact.

What You’ll Be Doing

Audit & Optimize – Continuously review help documentation and customer feedback, prioritizing updates or retirements based on data and usability.

Launch Readiness – Partner with Product Managers and Engineers to publish or update articles in lockstep with new feature releases and enhancements.

Multimedia Enablement – Create educational media such as screen recordings, GIFs, and screenshots that bring written guides to life.

Content Strategy – Design larger initiatives (e.g., guided learning paths, in-app tips) that drive adoption and reduce support tickets.

Cross-Functional Collaboration – Align knowledge-base content with marketing assets, support workflows, and RevOps processes to ensure consistent messaging and discoverability.

What You’ll Bring

Proven self-starter who excels in a fast-paced, remote SaaS environment.

Exceptional organizational skills; comfortable managing multiple projects from concept through publication.

Demonstrated talent for translating technical concepts into clear, customer-friendly language.

Empathy for end-users and an instinct for anticipating their questions.

Meticulous attention to detail and commitment to style-guide-compliant, error-free deliverables.

Excellent written and verbal communication skills; adept at cross-functional collaboration.

Experience & Qualifications

2-3 years in SaaS, martech, or a related software/marketing field.

1–3 years creating customer-facing help or “how-to” documentation.

Hands-on experience working in or with small/local businesses (preferred).

Proficiency with screen-capture and video tools (Loom, Jumpshare, etc.)

Deep understanding or, and experience working with/inside, the HighLevel platform.