Knowledge & Enablement Lead

Your Job GCH Technologies operates the U.S. Short Code Registry, in partnership with CTIA, the administrative platform that manages how brands apply for, vet, and lease the short codes behind business‑to‑consumer messaging at scale. The system underpins billions of messages annually, including two‑factor authentication and emergency alerts that most people rely on without knowing the infrastructure exists. GCH launched the modernized Short Code Registry in January 2026 and continues to innovate across an expanding product portfolio. Our Team We're hiring a hands‑on technical writer to build our customer‑facing knowledge base from the ground up, then grow it into a full content engine that drives adoption, reduces support load, and showcases what's possible on our platform. This is a build‑then‑scale role. In the first six months you'll transform scattered documentation into a structured Zendesk knowledge base. From there you'll expand into enablement programs, release communications, customer education, and in‑app content, all informed by analytics showing exactly where users need help. What You Will Do Months 1-6: Build the Foundation Organize and build a searchable Zendesk knowledge base from existing documentation Write user guides, FAQs, troubleshooting docs, and training materials Learn our Registry platform through hands‑on exploration and SME interviews Apply information design principles to structure content for discoverability Months 6+: Scale and Deepen Develop enablement programs: video tutorials, webinars, and certification content Create case studies and success stories that demonstrate real platform outcomes Write release notes, feature announcements, and migration guides for new launches Collaborate with our Business Analyst to build and optimize Pendo in‑app guides – tooltips, walkthroughs, and contextual help at critical user moments Use Pendo analytics and Zendesk ticket data to measure your documentation's direct impact on feature adoption and support volume, and use those findings to prioritize what you build next Maintain and evolve documentation as the platform grows Who You Are (Basic Qualifications) 5+ years technical writing experience in B2B SaaS or technical products Proven track record building customer‑facing knowledge bases and enablement programs Exceptional writing clarity, grammar, style, and the ability to translate complex technical concepts for non‑technical audiences Proficiency in Zendesk (or equivalent tool), Markdown/HTML, and version control (Git) Information design instincts – you create logical hierarchies, not just documents Data‑informed mindset, you use analytics to prioritize content and measure impact What Will Put You Ahead Hands‑on experience with in‑app guidance platforms (Pendo, Appcues, WalkMe) Strong experience authoring API documentation (OpenAPI/Swagger familiarity a plus) Background in telecom, mobile messaging, or infrastructure products Proven ability to write compelling case studies and customer success stories Knowledge of WCAG accessibility guidelines and inclusive documentation practices Experience working in Agile development teams and sprint cadences Comfortable and effective using AI‑assisted writing tools to accelerate content production responsibly Familiarity with WordPress or similar CMS for managing public‑facing docs Equal Opportunities Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu). #J-18808-Ljbffr Koch Business Solutions, LP