Documentation Specialist

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. 

That’s the only kind of impact we are interested in having at EliseAI.

If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role:

We’re seeking a Documentation Specialist to play a crucial role in supporting EliseAI’s Learning & Development (L&D) initiatives. This role is central to ensuring that our customers have access to clear, accurate, and user-friendly documentation. You’ll be responsible for transforming insights from customer interactions, support tickets, and product releases into comprehensive resources that drive adoption and success. You’ll also work closely with the Education Specialist and cross-functional teams to prioritize and execute documentation needs.

Key Responsibilities

Documentation Creation and Maintenance:

• The Documentation Specialist will develop and maintain a wide range of documentation, including user guides, FAQs, troubleshooting guides, and release notes. This role involves translating technical product details into clear, accessible resources tailored to diverse customer needs.
• The Specialist ensures all customer-facing documentation is up-to-date and reflective of the latest product features and best practices.

Collaboration with L&D and Support Teams:

• This role will work closely with the Education Specialist to identify gaps in customer resources and create documentation that complements training initiatives. Additionally, the Specialist will analyze customer support tickets to uncover recurring themes and pain points, addressing them proactively through improved documentation.

Prioritization and Execution:

• The Specialist will collaborate with the Customer Success, Product, and Support teams to align documentation priorities with business goals and customer feedback. They will maintain a documentation roadmap to ensure timely delivery of resources that support key product launches and updates.

Process Improvement and Strategy:

• The Specialist will implement documentation best practices to enhance usability, consistency, and accessibility, while continuously auditing and refining existing resources. They will contribute to the evolution of EliseAI’s L&D strategy by proposing innovative ways to engage customers through documentation.

Customer-Centric Insights:

• Leveraging customer interactions and product usage data, the Specialist will identify opportunities for new or enhanced documentation and act as an advocate for customers by ensuring that documentation provides practical, actionable solutions to real-world challenges.

Requirements

• The ideal candidate will have at least three years of experience in technical writing, documentation development, or a related field, ideally within SaaS or AI industries. 
• Exceptional writing skills with the ability to simplify complex technical information for various audiences, along with familiarity with documentation tools.
• Strong organizational skills, a proactive and collaborative mindset, and the ability to quickly learn EliseAI’s platform are essential. 
• Preferred experience includes working knowledge of L&D principles, familiarity with customer success strategies, Zendesk, and understanding of how documentation supports customer adoption.
• The role requires a willingness to occasionally travel for on-site collaboration or customer visits (approximately 10% of the time) and the ability to work in person at the NYC headquarters with the team four to five days per week.

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Our brand new Midtown south office with an open floor plan, fully stocked kitchen, and company paid lunch
• Fun company social events through our Elise and the City program
• Unlimited vacation and paid holidays

We'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The salary range for this role is $70,000-$85,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at HR@eliseai.com.

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