User Guidance Lead

Smartly is looking for a User Guidance Lead to lead our small User Guidance team and evolve how product knowledge reaches our customers, our internal teams, and increasingly our AI-powered experiences.

This role has evolved beyond traditional technical writing and Knowledge Base management. Our product documentation is no longer consumed only by people reading articles: it also powers AI search, customer-service AI, contextual guidance, APIs, MCP integrations, and emerging agentic experiences.

You will own the strategy and execution for making Smartly's product knowledge accurate, discoverable, reusable, and accessible to both humans and AI.

You will manage a small team of technical writers while remaining hands-on. You will work closely with Product, Engineering, Design, Support, Customer Success, Data, and AI teams to ensure that new capabilities are properly documented and that product knowledge can be reliably consumed wherever customers need it.

What you'll drive

• Own the direction, priorities, and impact of User Guidance at Smartly, managing and developing a small team while remaining hands-on.
• Own the quality, structure and evolution of Smartly’s customer-facing Knowledge Base, ensuring accurate guidance is available for new and changing ca