Customer Experience Knowledge Management Specialist

At Doist, our mission is to empower people with simple yet powerful tools.

We're a multidisciplinary, fully-remote, team that’s passionate about creating products, like Todoist and Twist, that improve people’s lives. We thrive on innovating new solutions to old productivity challenges and we seek to rethink how productivity tools are made.

Our Core Values

They are few, but they are mighty. From creating processes to decision-making and recruiting, we build our four core values into nearly every single thing we do.

• Ambition. You aspire to put a dent in the universe. You set high standards for yourself and those around you. You solve issues that have a high impact on our customers and our company.
• Mastery. You care deeply about the quality of your work. You’re continuously learning and pushing yourself to the limits of your ability. As a champion of your craft, you are also a champion of your well-being – you work intensely, then disconnect completely.
• Independence. Others can trust that you’ll deliver on time. You keep your word and trust your teammates to do the same. You are proactive, take ownership, and remain accountable with little or no direction.
• Communication. Your communication is clear, concise, and engaging. You keep others in the loop and never go radio silent. You speak respectfully and foster warm relationships through your interactions. You’re culturally and socially aware and can appropriately navigate social situations.

We invite you to visit our blog to learn more about us, our values, and how we work.

Your Role

As a Knowledge Management Specialist, you’re a creative individual who thrives on fostering a memorable and educational customer experience by leveraging different types of media to deliver a message. You have hands-on experience creating educational content, constructing information architecture, and helping customers with a wide range of technical competencies.

You should already have experience using AI tools to make content creation more delightful and efficient while ensuring tight alignment with product functionality and user needs. With prior experience supporting a SaaS product that regularly undergoes significant changes, you're confident, thoughtful, and a proactive communicator. Your empathy for user challenges allows you to anticipate questions and create resources that help users succeed.

You’ll regularly collaborate with your team members and partner up with product, engineering, design and marketing teams to ensure a great end-to-end user experience for individuals and teams. Together with the wider Customer Experience team, you’ll evolve the self-serve and educational experience for our customers.

On a day-to-day basis, you’ll: 

• Help customers troubleshoot their issues and get a pulse of the challenges they’re facing
• Create user-centered resources that build trust and encourage product adoption
• Publish videos to showcase how to get the most out of features and how to set up workflows
• Identify patterns in support tickets to proactively address common questions
• Collaborate with Doisters across the company to identify documentation needs
• Leverage AI tools strategically to streamline and enhance content creation
• Review and improve existing documentation based on user and internal feedback
• Ensure consistency across all help materials in tone, style, and formatting
• Support new feature rollouts with timely and comprehensive documentation

About You

To excel in this role, you’re someone who:

• Has 4+ years of experience in technical writing, product-related content creation, or similar role in SaaS Tech with a focus on educating customers with different forms of media, including live during calls. 
• Has 2+ years of experience in technical customer service for a product-led SaaS product
• Has strong on-camera presentation skills with experience creating engaging product demos, walkthroughs, and other video content.
• Has extensive experience and knowledge mastering a product and loves knowing all its ins-and-outs
• Is unafraid to experiment with new types of media to enhance the user experience
• Gets energized by talking with customers and better understand their challenges
• Communicates clearly no matter your audience (internal or external)
• Continuously refines your craft, embraces new challenges, and raises the bar for customer experience
• Brings confidence, pragmatism, and positivity to your work

Our Process

1. Submit your complete application. This includes a resume (or manually entered experience) and thoughtful responses to all the application questions. No cover letter needed!
2. Application screening. We read every application to understand your motivation, skills, and experience. Once your application has been reviewed, you'll receive a response regarding the status of your application.
3. Salary transparency & Value-alignment interview with shortlisted candidates. We'll calculate and share the salary range for your location and you can then schedule a call with Omar Samuels (Customer Experience Engineer).
4. Role-alignment interview with Rikke Lohse (Customer Experience Specialist).
5. Paid Test Project. This will be your opportunity to showcase your role-specific skills.
6. Culture-contribution interview with Evert Velthuizen (Head of Customer Experience & Sales)
7. Offer to the successful hire.

Our perks and benefits are designed to provide the freedom and support you need to grow personally and professionally. Here’s what that looks like:

The basics

• We work remotely and mostly async from anywhere. If you see a specific location being advertised, feel free to apply any way, this is usually due to restrictions on a few job boards.
• Design your own schedule. Work during the time of day that’s best for you. Doisters are encouraged to work 8-hour days and no more than 40 hours/week.
• Competitive pay. Our formula-based salaries are calculated based on industry-benchmarked skills and geographical location – no stressful negotiation required.

Expand your professional skills

• Continue your education. You’ll have a recurring budget to spend on attending conferences, taking courses, and purchasing books.
• Collaborate in person at retreats. Our team- and company-wide retreats are unforgettable. The connections that we make in person inspire us throughout the year.

Craft your ideal work environment

• Cozy up at a coworking space. Find a coworking space that’s right for you and Doist will provide a monthly stipend towards this cost.
• Subscribe to apps and services. You’ll have a monthly budget to spend on services that help you do your job: home internet, work apps, music subscription, etc.
• Purchase the hardware you need. Every Doister has access to a recurring budget to spend on work-related equipment.

Focus on your well-being

• Recharge with generous time off. Doisters get 8 weeks (40 days) of vacation per year to use as they wish on vacations and national holidays.
• Spend time with your new baby. New parents receive 5 weeks of paid parental leave in addition to 13 weeks of paid pregnancy-related medical leave.
• Invest in your health and wellness. Take care of yourself with a monthly budget for things like a gym membership, healthy snacks, massages, health insurance, etc.

---

We occasionally receive reports about hiring scams related to our roles. Please be aware that our team only communicates from emails with an "@doist.com" domain and that we will not ask you to apply in any way other than via our application at doist.com/careers. If you are in doubt, please reach out at careers@doist.com to confirm.

All information collected through this application is stored in Workable, Doist’s Applicant Tracking System, where it will be used for recruitment purposes only. For more information on how we handle candidate data at Doist, we invite you to review our recruitment privacy notice. For questions, please contact us at careers@doist.com.