External Knowledge Base Lead

About Us:

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.

The Opportunity - (Remote - USA / CANADA)

Wrapbook is hiring an External Knowledge Base Lead responsible for maintaining our client-facing Help Center ([https://help.wrapbook.com/s/>) and ensuring that internal teams are aware when new content is posted or updates are made to existing content.

In this role, your mission is to collaborate with the Director of Support & Enablement to enhance the existing Help Center experience and drive traffic to this resource in order to reduce Support volume and improve self-service opportunities. You will also partner with Product Marketing to ensure Knowledge Base content is leveraged in client-facing marketing communications, as well as Product Design to find opportunities to link Help Center resources out from the app itself and/or ascertain whether information should be provided in-app or in the Help Center, or a balance of both.

What you’ll do:

• Own the management of External Knowledge Base content requests and execution.
• Own the process of informing internal teams of new External Knowledge Base content and workflows.
• Collaborate with the Director of Support & Enablement to create and implement streamlined self-service processes which start from the Help Center and compliment the Support team’s workflows.
• Identify needs for External Knowledge Base updates related to product releases and relevant non-product updates such as changes to legal or union regulations, payroll processing changes, etc.
• Write effective content for the External Knowledge Base, often based on replies currently being provided by client-facing teams, or product trainings.
• Leverage SalesForce functionality to power the Help Center; work with RevOps engineers and Product Marketing to ensure content formatting is effective and on brand.
• Own the collection and analysis of data related to the External Knowledge Base; translate data into actionable goals to further improve the Help Center experience.
• Communicate with client-facing teams such as Sales, Support, Customer Success, and PayOps, to ensure content is published in a logical priority order, and that content supports the processes of those teams.
• Communicate with Legal and Trust/Compliance teams to ensure External Knowledge Base content is phrased appropriately.
• Monitor Knowledge Base performance and troubleshoot issues as they arise.
• Collaborate with Ops leadership to plan and implement the use of A.I. / chat bots within the Knowledge Base.

What you’ll have:

• Exemplary technical writing skills (please submit samples).
• 2+ years experience writing and managing an External Knowledge Base.
• A strong background in Customer Support and client/user-facing communications.
• Experience implementing A.I. / chat bots within a Knowledge Base.
• Experience in Knowledge Base data collection and analysis.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to lead meetings and present new concepts efficiently.
• Enthusiasm to collaborate, as well as the ability and a proactive nature which allows you to work independently.
• Ability to identify and lead growth-enabling initiatives.
• Ability to exercise independent judgement.
• Ability to adapt to new technologies, tools, and methodologies, and having a willingness to learn and stay updated.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to ‘see the big picture’ in terms of how enhancing the External Knowledge Base will improve both internal staff and external user experiences.
• Excellent organizational skills including time management, goal setting, and attention to detail.

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1500 towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $66.50 CAD towards Internet/Cell phone service

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

Apply Now

Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!

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