Head of User Guidance & AI Knowledge

Smartly; Helsinki; Hybrid; EUR 80,000 - 100,000; Full time

Benefits offered by this job

Equity options

Performance rewards

Career development opportunities

Hybrid work

Job summary

Smartly in Helsinki is seeking a User Guidance Lead to head a small team and evolve how product knowledge reaches customers, internal teams, and AI-powered experiences.

You will own strategy and execution to keep knowledge accurate, discoverable, and accessible to humans and AI, while collaborating with Product, Engineering, Design, Support, and Data teams. Helsinki office-based, hybrid work model.

Qualifications

• Strong experience in technical writing, content design, user guidance, or knowledge management in software/SaaS.
• Experience leading people or a small content/documentation function.
• Excellent written and spoken English.
• Solid understanding of information architecture and structured content.
• Experience collaborating with Product, Engineering, and Design teams.
• Ability to translate complex technical concepts for varied audiences.
• Hands-on with modern documentation platforms and workflows.
• Experience using analytics to measure documentation performance.
• Ability to operate hands-on while setting direction and priorities.
• 3 days/week presence in the Helsinki office.

Responsibilities

• Own the direction, priorities and impact of User Guidance at Smartly, managing a small team while remaining hands-on.
• Own the quality, structure and evolution of Smartly's customer-facing Knowledge Base for new and changing capabilities.
• Embed User Guidance into the product development lifecycle with Product and Engineering.
• Expand guidance beyond articles into video, contextual, and in-product experiences.
• Use analytics and customer behavior to identify gaps, prioritize improvements and measure impact.
• Maintain and evolve product knowledge for humans and AI.
• Identify context and collateral for AI systems and agents to understand Smartly's products.
• Partner with Product, Design and AI teams to enable trusted knowledge for AI-powered experiences.
• Shape developer documentation, APIs, MCP and machine-consumable interfaces with owning teams.
• Explore AI-driven approaches to content creation, review and maintenance.

Skills

Technical writing

Content design

User guidance

Developer documentation

Knowledge management

Team leadership

English communication

Tools

Documentation platforms

Analytics tools

Job description

Smartly in Helsinki is seeking a User Guidance Lead to head a small team and evolve how product knowledge reaches customers, internal teams, and AI-powered experiences.

You will own strategy and execution to keep knowledge accurate, discoverable, and accessible to humans and AI, while collaborating with Product, Engineering, Design, Support, and Data teams. Helsinki office-based, hybrid work model.