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Customer Support - Portsmouth, United States - HubSpot
Description
**Manager, Technical Writers**
**Customer Support**
**Portsmouth, NH, USA**
Technical Writers are part of HubSpots Customer Support organization. They are responsible for sourcing, creating, and maintaining documentation for HubSpots core product UI, CMS development, and APIs. They make content decisions based on product release information, support case data, and feedback from users and internal stakeholders.
As a Technical Writing Manager, you will be responsible for hiring, managing, and supporting a team of Technical Writers. As a successful manager in this role, you will help writers to refine their writing skills, develop and manage stakeholder relationships, and grow their careers at HubSpot. You will also set your team up for success in driving forward strategic initiatives.
In this role, youll get to:
Develop and nurture a team culture that prioritizes the needs of our customers, and consistently meets our Key Performance Indicators.
Own the hiring, training, and development of a high-performing tech writing team.
Manage product area distribution to ensure workload balance across the team.
Coach Technical Writers to effectively prioritize reactive and proactive content work.
Help Technical Writers refine their writing skills by spot-checking content and providing editorial feedback.
Coach Technical Writers on managing relationships with stakeholders and cross-functional partners (e.g., Product Managers, Developer Advocates, Designers, etc.).
Provide feedback and guidance to help Tech Writers identify and prepare for career growth opportunities.
Create standards and processes to ensure documentation is accurate and discoverable.
Promote and optimize the experience for internal stakeholders providing documentation feedback.
Identify and resolve issues relating to documentation project schedules and resource availability.
Partner with other managers to align the team around a clear vision and drive strategic initiatives forward.
We are looking for people who have:
Experience building high-performing, inclusive teams.
Strong organizational and project management skills.
Experience creating online documentation and/or managing and mentoring Technical Writers.
Experience partnering with product teams and engaging with a wide range of stakeholders.
Experience leveraging data to make decisions.
The ability to lead with empathy and provide feedback that helps team members grow.
A customer-centric mindset while working through business challenges and limitations.
Experience collaborating with teams across functions, regions, and time zones.
Experience developing content strategies and information architecture.
Bonuses if you have:
Familiarity with HubSpot and experience with Airtable.
Familiarity with API documentation.
Experience developing content strategy and information architecture.
*We know the* *and* *can get in the way of meeting spectacular candidates, so please dont hesitate to apply wed love to hear from you.*
***Important COVID-19 Guidance (For candidates applying to roles in the United States):***
*Per HubSpots policy all employees who wish to work @office or @flex or to visit an office in-person must be fully-vaccinated. At this time, @remote employees are not required to be vaccinated.*
***Germany:** (m/f/d) - link to HubSpot's Career Diversity page .*
**About HubSpot**
HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers needs at any stage of growth. Were also building a company culture that empowers people to do their best work. If that sounds like something youd like to be part of, wed love to hear from you.
You can find out more about our company culture in the , which has more than 5M views, and learn about , too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.
Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our to learn more about culture and opportunities at HubSpot.
*By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's* *explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpots use of your personal information.*
HubSpot, Inc. is an equal opportunity employer. As a federal contractor, we take affirmative action to ensure equal opportunity and all candidates are considered without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected characteristics.
To assist HubSpot in its commitments and compliance with federal and state record keeping, reporting and other legal requirements, you are invited to provide the following information. In accordance with applicable law, we may also use the information in an aggregated, anonymous form to help us improve diversity at HubSpot.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or affect your candidacy in any way. Any information that you do provide will be recorded and maintained in a confidential file.
