Middle Technical Writer (Help Center & AI Knowledge Base) / Knowledge Management Specialist

About the Position

Poklyk is a product company that helps small and medium businesses work more simply and efficiently. Our products, Orderry and RO App, help businesses automate work with applications, customers, warehouse, finances, team, and daily operational processes.

We are looking for a Middle Technical Writer (Help Center & AI Knowledge Base) / Knowledge Management Specialist who will be responsible for the product knowledge base. This role will transform information about new features, updates, and releases into a single source of truth for customers, internal teams, and the AI support bot.

The main goal of the role is to ensure the usability of AI, completeness, accuracy, and ease of perception of self-service ecosystem materials. The result of this role will ensure instant, frictionless resolution of user issues with guaranteed accuracy, as well as impeccable service from the first second of release.

Responsibilities

• Content Creation and Management: Creating new articles for the Help Center and promptly updating existing documentation, ensuring full content synchronization with product releases.
• Knowledge Base Effectiveness Analytics: Regularly analyzing the effectiveness of the knowledge base. Monitoring user behavior, assessing the relevance of materials, and optimizing the Deflection Rate.
• AI Bot Performance Monitoring: Monitoring the quality of the AI first-line support assistant: monitoring responses, evaluating accuracy metrics (Accuracy) and analyzing the percentage of inquiries successfully closed by artificial intelligence (Resolution Rate).
• Content Gap Analysis: Identifying content gaps through employee feedback, analyzing uncovered user search queries, and support cases that the AI bot could not handle.
• Knowledge Base Optimization and AI Training: Eliminating identified content gaps by writing new materials, restructuring existing articles, and directly retraining the AI model.
• Comprehensive Audit and Backlog Management: Conducting regular comprehensive audits of the knowledge base, forming a backlog of improvements, and systematically implementing it.
• Self-Service Ecosystem Development: Generating and implementing product ideas for the development of the self-service ecosystem to improve the overall customer experience (CX).
• Cross-Functional Knowledge Sharing: Timely informing related teams about upcoming functionality.

Requirements

• Fluency in Ukrainian (native) and English (B2+), impeccable literacy and writing culture.
• Ability to apply Plain Language and UX Writing principles to describe complex functionality in simple language.
• Understanding of content structuring principles for RAG models and AI agents' semantic search.
• Experience in daily use of LLM (e.g., Claude, ChatGPT) for text work: drafting, structuring notes, and rewriting.
• Analytical thinking, ability to work with numbers, and evaluate the effectiveness of your work using knowledge base and AI bot metrics.
• Basic SEO skills: optimizing article titles and structures for real user search queries.
• Experience with Help Desk platforms (Intercom, Zendesk, or similar).
• Ability to conduct technical interviews with developers, QA, and product managers for quick information gathering.
• Ability to independently create and design visual content: screenshots, diagrams, etc.

Mindset

• Ability to view the product through the eyes of the user and describe functionality in the business terminology that clients actually think and search for solutions.
• Autonomy, ability to independently assess the backlog, set tasks for yourself, and responsibly bring them to completion.
• High flexibility in dynamic priorities and readiness to quickly adapt content to new product requirements.
• Research interest, desire to understand the product logic in practice and find non-obvious user scenarios.
• Aspiration for high standards in every article, attention to detail, and genuine interest in maintaining a high quality bar for content.

We Offer

• Official employment with all corresponding benefits.
• Influence on product development: every idea and proposal is discussed by the team.
• Work in a leading IT company that is a market leader in business automation services and recognized as critical to Ukraine's economy.
• Flexible hybrid or remote work format.
• 18 working days of vacation, 10 day-offs, and paid sick leave.
• Corporate English courses from the first days.
• The company covers expenses for professional development - training courses, webinars, conferences, and other events.

About the Company

Poklyk is a product company that helps small and medium businesses work more simply and efficiently. Our products, Orderry and RO App, help businesses automate work with applications, customers, warehouse, finances, team, and daily operational processes.