Customer Success-Jobs in Kanada

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, Amilia SmartRec™ streamlines operations, optimizes facility management, and simplifies program and membership management.

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement.

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually.

Caring is at the core of Amilia’s culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do.

The Technical Writer creates and maintains high-quality documentation that enables Amilia’s customers to succeed with SmartRec. They act as the senior content authority within the Education team, ensuring the Amilia Help Center is accurate, up-to-date, and aligned with product releases.

This role also provides editorial guidance to other Education team members, sets content standards, and partners with Product Managers, Product Designers and Product Marketing to ensure consistent terminology, messaging, and customer experience across all education materials.

Content Creation & Maintenance

• Write, edit, and update Help Center articles, guides, and release notes.
• Ensure content is clear, concise, bilingual (English & French), and strategically written for customer education.
• Proactively identify documentation needs and prioritize updates.
• Produce multimedia assets (screenshots, GIFs, short videos) to enhance content.
• Test new product features and update content accordingly.

Help Center Governance & Standards

• Maintain editorial standards, structure, and taxonomy for the Amilia Help Center.
• Ensure consistent terminology and naming conventions in collaboration with Product Managers, Product Designers and Product Marketing.
• Review and approve content produced by Knowledge & Content Specialists.
• Monitor content performance and optimize based on analytics (usage, helpfulness, deflection impact).

Cross-Functional Collaboration

• Partner with Product and Product Marketing to stay informed on roadmap changes and release priorities.
• Work with Instructional Designers to align Help Center content with course materials.
• Provide timely documentation to Customer Success, Professional Services, and Customer Care for onboarding and customer-facing initiatives.

Continuous Improvement & Support

• Identify gaps or inefficiencies in customer education content and propose improvements.
• Contribute to webinars or recorded demos when deep product knowledge is needed to support written content.
• Stay current on best practices in technical writing, content strategy, and SaaS education.

• 3–5 years of experience in technical writing or documentation (preferably SaaS).
• Experience with content management systems (CMS, knowledge base tools) and documentation standards.
• Strong collaboration skills with cross-functional teams (Product, PMM, UX).
• Ability to create multimedia content (screenshots, GIFs, basic video editing).
• Experience measuring documentation impact (deflection, ROI, usage).
• Familiarity with tools like Camtasia, Snagit, or similar.
• Knowledge of accessibility standards and best practices for online documentation.
• Bilingual (English & French) with excellent writing and editing skills.
• Experience mentoring or coaching junior writers.

• A competitive and progressive salary;
• A group RRSP employer contribution up to 5%;
• A group insurance for you and your family as well as an Employee Assistance Program (EAP) and telemedicine;
• A $750 wellness allowance per year;
• The possibility of working in the office or at home, and up to 3 months abroad per year*conditions apply;
• A strong work-life balance: flexible hours, 4 weeks' vacation and 8 sick days yearly, and year-round mini-Fridays;
• Skill development opportunities through engaging workshops, communities of practice, trainings, access to Udemy and opportunities to attend conferences;
• Companywide and team bonding activities to connect with your peers throughout the year and weekly social activities to connect with your peers;
• Weekly Bootcamp and Pilates classes for Amilians;
• 25% discount on annual membership for STM and EXO;
• In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.