Knowledge & Enablement Lead

Overview 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. 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 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 Compensation For this role, we anticipate paying $85k-$125k per year. This role is eligible for variable pay, issued as a monetary bonus or in another form. Hiring Philosophy All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here. Who We Are At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company. Our Benefits Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter. 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, aquí, or tu). #J-18808-Ljbffr Koch