Description
Smartly is hiring a User Guidance Lead to lead and develop its small User Guidance team while remaining hands-on. The role owns the strategy, quality, structure, and evolution of product knowledge for customers, internal teams, and AI-powered experiences, including the Knowledge Base, contextual guidance, APIs, MCP integrations, and agentic experiences. The Lead will partner with Product, Engineering, Design, Support, Customer Success, Data, and AI teams; use analytics to identify knowledge gaps; and explore AI methods for creating, reviewing, and maintaining documentation. The position requires software/SaaS technical writing or knowledge-management experience, leadership experience, strong information architecture and structured-content knowledge, and the ability to work three days per week in Helsinki.
