Retail CSR at Park Insurance providing personal lines insurance in Burnaby. Responsible for sales, customer service, and insurance evaluation duties.
About the role
- Knowledge Management Specialist at Prophix owning content strategy for the Financial Performance Platform. Collaborating with teams to enhance user guidance and improve customer support documentation.
Responsibilities
- Own and maintain help center knowledge base and content library, ensuring all documentation stays current with new releases and optimized for use by AI tools
- Translate complex product and configuration information into clear, structured, user-friendly content
- Work collaboratively with Customer Support subject matter experts to write how-to guides, implementation resources, and internal procedure documentation.
- Design and develop end-to-end in-app implementation guides that support progressive learning, helping users configure and deploy solutions while building a deeper understanding of the platform.
- Configure and manage guide targeting and segmentation so the right content reaches the right users based on role, workflow stage, or product context.
- Analyze relevant metrics to continuously improve content effectiveness, drive self-service and reduce implementation friction.
- Build and maintain a glossary of product terms and apply consistent style, terminology, and structure rules across all content types.
- Collaborate with adoption specialists, engineers, product managers, and customers to gather insights, validate documentation through hands-on product testing, and translate technical input into plain-language content.
- Produce polished, customer-facing how-to guides and documentation when in-app delivery is not the most appropriate format.
Requirements
- 3–5 years of experience in knowledge management, technical writing or a related content role, ideally within a SaaS environment
- Familiarity with JavaScript to support interactive guide development
- Experience with authoring tools such as LaTeX, Flare, or similar platforms
- Experience with Pendo or similar platform
- Demonstrated ability to translate complex configuration processes into clear, structured guidance with appropriate context and rationale
- Experience designing user-facing documentation that anticipates challenges and reduces friction for end users
- Strong written communication skills with a track record of producing polished, accurate, customer-facing content
- Experience using usage analytics to assess and improve content or guide performance
- Working knowledge of HTML and CSS to support branded, consistent user experiences
- Ability to quickly learn accounting and finance concepts and explain how configuration decisions drive business outcomes
- Holistic understanding of how product features interact within a complete solution
- Comfort using AI tools responsibly to support tasks such as research, drafting, or data review
- Ability to learn new tools and adapt as technology evolves
- Curiosity and openness to exploring new approaches
- Collaborative mindset when working with teams and technology
- Must be legally entitled to work in the country where this role is located
Benefits
- Comprehensive health, dental, vision, and mental-health coverage
- Retirement savings with employer contributions
- Parental leave top-up
- Annual wellness allowance
- Generous paid time off including vacation and sick time
- Social events, team activities, and opportunities to build community
- Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
- Quarterly Town Halls and Kickoffs that bring teams together to celebrate wins, share updates, and look ahead at what’s next
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