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Smartly is seeking a User Guidance Lead to lead a small User Guidance team and evolve how product knowledge reaches customers, internal teams, and AI-powered experiences. This role has evolved beyond traditional technical writing and knowledge base management—product documentation now powers AI search, customer-service AI, contextual guidance, APIs, MCP integrations, and emerging agentic experiences.
You will own the strategy and execution for making Smartly's product knowledge accurate, discoverable, reusable, and accessible to both humans and AI. You will manage a small team of technical writers while remaining hands-on, working closely with Product, Engineering, Design, Support, Customer Success, Data, and AI teams to ensure new capabilities are properly documented and product knowledge is reliably consumed wherever customers need it.
Key responsibilities include:
- Own the direction, priorities, and impact of User Guidance at Smartly, managing and developing a small team while remaining hands-on
- Own the quality, structure, and evolution of Smartly's customer-facing Knowledge Base, ensuring accurate guidance for new and changing capabilities
- Embed User Guidance into the product development lifecycle, working closely with Product and Engineering
- Expand guidance beyond articles into video, contextual, and in-product experiences
- Use analytics and customer behavior to identify knowledge gaps, prioritize improvements, and measure impact
- Maintain and evolve product knowledge so it remains reliable and usable by both people and AI
- Identify and provide additional context that AI systems and agents need to understand and use Smartly's products
- Partner with Product, Design, and AI teams to make trusted product knowledge available to AI-powered and agentic customer experiences
- Help shape how product knowledge is made available through developer documentation, APIs, MCP, and other machine-consumable interfaces
- Explore AI paths to improve how User Guidance content is created, reviewed, and maintained
Success metrics include: your team delivering accurate and timely user guidance; customers finding needed information without relying on Support; Smartly's AI features reliably retrieving and using trusted product knowledge; product knowledge being reusable across KB, in-product experiences, Support AI, APIs, and MCP; product teams understanding their responsibility for supplying information; and the User Guidance team increasing impact without proportional workload growth.
Requirements:
- Strong experience in technical writing, content design, user guidance, developer documentation, or knowledge management in a software/SaaS environment
- Experience leading people or a small content/documentation function
- Excellent written and spoken English
- Strong understanding of information architecture and structured content
- Experience working closely with Product, Engineering, and Design teams
- Comfortable understanding technical concepts and translating them for different audiences
- Practical experience with modern documentation platforms and workflows
- Experience using analytics to understand documentation or guidance performance
- Ability to operate hands-on while setting direction and priorities
- Ability to work 3 days per week at the Helsinki office
- Genuine interest in how LLMs, retrieval, APIs, MCP, and AI agents change the role of product documentation
- Comfort collaborating with engineers to understand these technologies and determine implications for User Guidance
