Product Documentation Lead

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.

We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective.

More than 50,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually.

Triple Whale’s product is powerful, opinionated, and evolving fast. Our customers rely on us to help them understand not just what exists, but what to do next and why it matters.

Right now, our knowledge base is doing important work — powering onboarding, training, and Moby, our AI system — but it’s not consistently meeting customers where they are. When the KB is unclear, everything downstream is unclear.

This role exists to change that.

We’re looking for someone to fully own our customer-facing knowledge base and product documentation with a relentless customer advocacy lens. You’ll be the translator between product intent and customer understanding, ensuring that everything we publish reflects how customers actually experience the product, move through workflows, and try to accomplish real outcomes.

If you’re energized by making complex products feel intuitive, human, and genuinely helpful, this role has your name on it.

Every piece of documentation you touch answers one core question:

“If I were a customer reading this, would I actually understand how to use the product — and feel confident about what to do next?”

You’ll be fully accountable for the structure, accuracy, organization, and voice of our customer-facing KB, making sure it stays aligned with the live product experience.

Translate technical product behavior into clear, human documentation that reflects:

• How customers actually move through workflows
  
• Where they tend to get confused
  
• What they’re trying to accomplish (not just what features exist) 

Partner closely with:

• Product — to understand intended behavior, use cases, and upcoming changes
  
• Support — to identify recurring questions, friction points, and gaps in understanding

While you collaborate deeply, your output is always written for the customer, not for internal audiences.

• Update docs as the product evolves
  
• Ensure screenshots and UI references match the live experience
  
• Retire or rewrite outdated content tied to previous versions of the app

• 1–4+ years of experience in product documentation, knowledge management, technical writing, or customer education
  
• Strong customer empathy — you naturally think in workflows, outcomes, and mental models
  
• Experience working cross-functionally with Product and Support teams
  
• Exceptional writing and editing skills, with a consistent, approachable voice across written and video-based content
  
• Comfort creating short-form product videos (e.g. walkthroughs, explainers, feature overviews) to complement written documentation
  
• Strong technical aptitude and comfort with data and analytics concepts (e.g. metrics, attribution, dashboards, data models), with the ability to translate complex ideas into clear, customer-friendly guidance
  
• Comfort owning systems end-to-end and improving them over time
  
• Experience documenting SaaS, ecommerce, or data/analytics products is a plus
  
• Familiarity with AI-powered documentation or chat systems is a plus
  
• Experience restructuring or rebuilding a knowledge base from the ground up is a plus
  
• Background in customer support or enablement is a plus 

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Base Compensation Range: 75,000-85,000

​​Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location- so everything stays above board and whale-balanced.  The range you sea on each job posting shows the minimum and maximum target salary for new hires across all U.S. locations.

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.

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