Head of User Guidance & AI Knowledge

Clutch Canada; Helsinki; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Inclusive Global Culture

Global Impact

Focus on Wellbeing

Comprehensive Rewards

Flexible Hybrid Workplace

Job summary

Smartly is seeking a User Guidance Lead in Helsinki to guide a small writing team and shape how product knowledge serves customers, internal teams, and AI experiences. The role blends technical writing with knowledge management to ensure accuracy, discoverability, and reusability across all channels and AI integrations.

You will partner with Product, Engineering, Design, Support, Customer Success and Data teams to document new capabilities and embed guidance into the product lifecycle, including

Qualifications

• Proven experience in technical writing and knowledge management.
• Experience leading a small content team.
• Excellent written and spoken English.
• Ability to translate complex technical concepts for multiple audiences.
• Experience with analytics to measure documentation impact.

Responsibilities

• Own the strategy and execution of User Guidance across products and AI experiences.
• Lead a small team of technical writers, while staying hands-on.
• Collaborate with Product, Engineering, Design, Support, Success, Data, and AI teams.
• Expand guidance into video, in-product, and contextual experiences.
• Embed User Guidance into the product development lifecycle.
• Use analytics to identify gaps and measure impact.
• Ensure knowledge is accessible to humans and AI.

Skills

Technical writing

Content design

User guidance

Developer documentation

Knowledge management

Leadership

Job description

Smartly is seeking a User Guidance Lead in Helsinki to guide a small writing team and shape how product knowledge serves customers, internal teams, and AI experiences. The role blends technical writing with knowledge management to ensure accuracy, discoverability, and reusability across all channels and AI integrations.

You will partner with Product, Engineering, Design, Support, Customer Success and Data teams to document new capabilities and embed guidance into the product lifecycle, including