Product Documentation & Communications Specialist (SaaS)

Company Overview CallTrackingMetrics is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries. Our Purpose: To create a better human experience through technology. Our Mission: We empower businesses with the tools to transform conversations into an advantage. Our Vision: We revolutionize the ways in which people and businesses connect. What do we do? We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations. We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and a bunch of incredible analytics. We help businesses to work remotely as effectively as they do in-person through our soft‑phone and contact center support tools, helping thousands of businesses to employ team members around the world. We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact. Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here. Position Overview We are seeking a Product Documentation & Communications Specialist (SaaS) to join our Product team. This role shapes how customers understand, navigate, and realize value from our product, directly influencing adoption, retention, and self‑service success. You will collaborate cross‑functionally with Product, Engineering, Marketing, Sales, Account Management, and Support to transform complex technical concepts into clear, actionable communications and documentation. You will own and continuously improve our knowledge base, product content, in‑app messaging and guidance, onboarding and adoption materials, and customer communications for new and enhanced features, ensuring customers can successfully discover, understand, and use our product at every stage of their journey. Partnering closely with Product Managers, you will translate product requirements into clear, user‑centered resources that support customers and equip internal teams with accurate, aligned messaging. In‑app Writing and Customer Guidance Develop and maintain in‑app content that guides users through key workflows, including onboarding flows, tooltips, banners, modals, walkthroughs, empty states, and contextual help. Collaborate closely with Product Managers and Designers to ensure messaging is intuitive, consistent, and seamlessly integrated into the user experience. Drive feature discovery and adoption by delivering clear, timely guidance that communicates next steps, highlights value, and enables users to achieve successful outcomes. Customer Communications and Feature Adoption Draft customer‑facing emails and announcements for new and updated features, product changes, and improvements. Translate product requirements and release notes into concise, scannable explanations that help customers understand what’s changing, why it matters, and how to take action. Collaborate closely with Marketing to align messaging across in‑app content, documentation, and external communications. Collaborate closely with Marketing to ensure consistent, aligned messaging across in‑app experiences, documentation, release communications, and external channels, strengthening clarity and driving adoption. Knowledge Base Ownership & Documentation Upkeep Serve as the owner and steward of the knowledge base, creating new articles while continuously refining structure, organization, templates, and content standards to ensure clarity and scalability. Maintain accuracy and alignment with the product by proactively updating screenshots, UI labels, navigation paths, and instructional language as features evolve. Define and uphold documentation best practices, including governance processes, content lifecycle management, review cadences, and consistent voice and tone standards. Proactively identify content gaps and optimization opportunities that strengthen self‑service, reduce support friction, and improve the experience for both customers and internal teams. Internal Enablement and Cross‑Functional Support Create internal resources that help Sales, Account Management, Support, and Training communicate product value and product changes accurately. Translate Product Requirement Documents into clear, structured internal resources, including FAQs, release updates, and product overviews, that equip cross‑functional teams with accurate, consistent information. Maintain a reliable source of truth for product documentation and communications so internal teams can confidently support customers. Perform other duties as needed to support the overall success of the Product team and CTM. Success Metrics Customers can easily find answers, understand our communications, activate new features, and complete key workflows with minimal friction through clear documentation, in‑app guidance, and cohesive product content. New features ship with clear documentation, in‑app messaging, and customer communications that drive adoption. Internal teams have timely, accurate resources that improve knowledge transfer and consistency. Knowledge base content stays organized, current, and aligned with the product experience. Skills Writing and Content Craft Proven ability to explain complex concepts in clear, simple language for different audiences. Experience owning documentation or a knowledge base, including structure, organization, and content quality. Ability to write across formats, including long‑form documentation, microcopy, enablement content, and customer emails. Strong editing skills and attention to detail, including consistency in voice, tone, and terminology. Product Collaboration Experience partnering with Product Managers and Engineering to translate requirements into usable content. Ability to manage priorities and deadlines across multiple stakeholders. Comfort gathering feedback, iterating quickly, and shipping content alongside product releases. Bonus Points Experience with UX writing or product writing for B2B SaaS products. Familiarity with documentation tools, content management systems, and content governance. Experience creating enablement materials for Sales and Account Management teams. Experience with Pendo or another product analytics tools. Benefits The expected salary range for this role may differ based upon the candidate. Salary presented with a job offer will be based on factors such as calibrated job level, educational background, prior work experience, qualifications, skills, competencies, and proficiency for the role. When we win, you win – we pay quarterly bonuses up to 15% of that quarter’s salary when we reach our revenue goals. We love to give out annual merit increases to team members who are meeting our expectations. We offer a hybrid work schedule with Mondays and Fridays as our work‑from‑home days. Once an employee reaches 5 years of service, they are eligible for Summer Fridays. Generous Paid‑Time‑Off policy that allows employees to accrue up to 30 days per year, depending upon tenure. 2 work‑from‑anywhere weeks per year, with additional weeks earned with tenure. 8 paid holidays, plus one additional floating holiday employees can use to celebrate their birthday or a federal or religious holiday of their choice, with additional floating holidays earned with tenure. 24 hours of VTO (voluntary time off) allows employees to take paid time off to volunteer at their favorite charities or support their causes. 401k Plan with per‑pay employer matching up to 5%, that you are immediately vested in. Medical, dental, vision, and prescription coverage for employees and their families; plus both HSA and FSA pre‑tax account options, which can be used to pay for health related expenses. We also offer an employer match for the HSA plan. Up to 4 weeks of paid parental leave, depending on tenure. Free basic life insurance and AD&D coverage equal to your annual base salary. Free short term disability coverage at 100% of salary after being employed for 6 months. Free access to a wide range of health and well‑being information and services such as telephonic counseling, legal advice, and will preparation. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action #J-18808-Ljbffr