Head of Content and Guidance at Auth0
Bellevue, WA, US
Auth0 is a SaaS identity security company that's the fastest growing major identity security company globally today. It provides an enterprise-grade identity platform that secures billions of logins annually. The company makes it easy to implement even the most complex identity solutions for web, mobile, IoT and internal applications and APIs, as well as sophisticated identity management for employees, customers and partners.

Reporting to VP of Customer Success, this position oversees a globally dispersed team of 5 technical writers and one developer, and will be responsible for significantly expanding the team in the first 6-12 months. This position is first and foremost a strategic management role with focus on building the team; redesigning current content architecture; improving customer satisfaction ratings; reducing customer help tickets; establishing metrics and KPIs; creating a customer certification program; and ultimately overseeing the entire content management platform.

The top 3 outcomes for the first year include:

Build the team to oversee three key areas: Product Reference Content; Scenario & Architecture Guidance, Readiness; and content management Infrastructure.
Define an information architecture, with well organized indices of existing and new content, to enable customers to find what they need quickly.
Identify key metrics to enable the content team to incrementally improve the customer satisfaction rating currently at ~85%
Responsibilities

Work closely with Engineering and Customer Success teams to identify and create various technical content such as documentation, tutorials, and samples that enables customers to evaluate and use the Auth0 platform.
Lead a team of technical writers & developers that work on dozens of simultaneous projects - everything from small updates to full documentation for new features.
Collaborate with the Design team to create new and compelling UX for the docs site; this includes both content and presentation - use your creativity to think up new ways to present information.
You will be responsible for the overall information architecture of the Auth0 docs - you should always be striving to make improvements.
Work with the customer support team to ensure that common issues are being addressed; what problems can you solve for a customer so they don’t need to contact support?
Use data and customer feedback to make constant improvements. What are customers searching for? Which articles have the most views? Which articles result in support tickets?
Requirements

Ten years’ experience in creating technical content, preferably for a developer audience, with five of those in a leadership role.
Must be able to take initiative, chase, follow-up and drive actions in order to meet challenging deadlines.
Strategic and innovative thinker. Able to contribute your own ideas whilst working in a team environment.
Excellent relationship builder. Proven track record influencing and gaining commitment from others whose opinions are respected within an organization.
Bachelor’s degree or equivalent experience required.
Additional Key Attributes

You should have a technical background. Auth0 is a product for developers, you will need to understand how developers learn and consume content.
You don’t need to be an English major, but you should be able to write and explain technical concepts clearly and effectively.
Experience working across teams to drive results - you will work with all areas of the company from engineering, to sales, to marketing, to design.
Auth0 is a distributed company. Many team members are spread out in the world across multiple time zones. You should be comfortable leading and working with colleagues remotely, (i.e. using Slack as a primary communication tool and Google Docs as a collaboration platform).
Experience building a team and leading people.