Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.
Content Editor, Internal Knowledge Base will Maintain and improve our internal Support knowledge base. This role ensures that existing documentation remains accurate, relevant, and easy to use. By keeping content up to date, you'll directly contribute to the efficiency of our customer support team and enhance the customer experience.
Responsibilities
• Regularly audit and update existing knowledge base articles, FAQs, and troubleshooting guides to ensure accuracy and clarity.
• Ensure all content reflects the latest product or process updates within 48 hours of release or escalation.
• Work closely with customer support teams to identify knowledge gaps and areas for improvement.
• Incorporate feedback from quality assurance teams, customer interactions, and analytics to refine content.
• Maintain a well-structured, searchable knowledge base with proper categorization and tagging.
• Improve content accessibility and usability for internal and external users.
• Participate in quality improvement initiatives based on customer feedback and data analysis.
• Collaborate with Enablement and training teams to align documentation with operational needs.
Required Qualifications:
- 2+ years of experience in technical writing, content management, or a similar role.
- Familiarity with customer support operations and ticketing systems.
- Proficiency in knowledge base tools like Zendesk Guide, Confluence, or similar platforms.
Preferred Qualifications:
- Bachelor’s degree in Communications, English, Information Management, or a related field.
- Basic coding skills (HTML, Markdown, API documentation).
- Writing or content certifications such as (CPTC, Google Technical Writing Course, MadCap Flare or DITA XML, Agile & Scrum Certification)
Key Competencies
- Attention to Detail: Ensures accuracy, completeness, and error-free content.
- Problem-Solving: Proactively addresses knowledge gaps.
- Collaboration: Aligns knowledge base resources with operational needs.
- Customer Obsession: Prioritizes clear and concise information to enhance user experience.
- Adaptability: Quickly responds to changing priorities and information.
Competencies
• Attention to Detail: Ensures accuracy, completeness, and error-free content.
• Problem-solving: Proactively addresses knowledge gaps.
• Collaboration: Aligns knowledge base resources with operational needs.
• Customer Obsession: Prioritizes clear and concise information to enhance user experience.
• Adaptability: Quickly responds to changing priorities and information.
• Technical: Proficient in CMS platforms and data analytics for content performance tracking.
• Communication: Strong writing, editing, and verbal skills for collaboration and training.
• Organizational: Efficiently manages multiple tasks with strong documentation practices.
• Analytical: Uses data and feedback to audit, improve, and optimize content.
At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.
We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.
If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.
Learn more here!
