Fullscript - Manager, Support Documentation
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Requirements
• 3+ years of people management experience leading documentation or content teams • Strong knowledge management experience, including scalable information architecture • Hands-on experience managing customer-facing knowledge bases • Experience administering CMS platforms and optimizing publishing workflows • Experience using analytics and SEO insights to improve discoverability • Strong cross-functional collaboration skills • Clear written and verbal communication skills • Comfort operating in a fast-paced SaaS or technology environment • Have experience with enterprise CMS or CCMS platforms such as Intercom, Paligo, Heretto, or Adobe Experience Manager • Have familiarity with accessibility standards such as WCAG • Have experience supporting AI-driven help center capabilities • Flexible PTO & competitive pay • RRSP/401k match & stock options
Responsibilities
• Lead and develop a team of technical writers and documentation specialists • Own documentation strategy, governance, and lifecycle management • Oversee publishing workflows and release documentation processes • Administer and optimize our Content Management System • Improve information architecture, taxonomy, tagging, and navigation structures • Use analytics to improve search success, article effectiveness, and self-service performance • Partner with Product, Engineering, Sales, and Support teams to align documentation with product evolution • Drive continuous improvement in knowledge management practices • Strengthen documentation processes that support AI-enabled support experiences
Benefits
• Fullscript product discounts • Continuous learning opportunities • Hybrid & remote work flexibility • The salary range for this role is between $80,000 and $95,000 CAD. Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript’s total rewards package. • Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region. • Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door. • We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. We’re not able to respond to individual messages about open roles on email or social channels.
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