The Knowledge Base Associate I will update and optimize help documentation, collaborate with cross-functional teams, and create educational media to enhance customer understanding and engagement.
Position: Knowledge Base Associate I
Reports To: Manager, Knowledge Base
Location: India (Remote)
Schedule: 2PM - 11PM IST
About Us
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
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.
- 3–5 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 (strongly preferred).
Experience & Qualifications
Equal Employment Opportunity Information:
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.
#LI-Remote #LI-TN1
Top Skills
Jumpshare
Loom
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