Product Knowledge Lead for AI-Driven Guidance

Smartlyio; Helsinki; On-site; EUR 90,000 - 130,000; Full time

Job summary

Smartly is seeking a User Guidance Lead to steer our small User Guidance team and evolve how product knowledge reaches customers, internal teams, and AI-powered experiences. You'll own strategy and execution to keep knowledge accurate, discoverable, and reusable for humans and AI, while collaborating with Product, Engineering, Design, Support, and AI teams.

This role combines hands-on writing with leadership, requiring strong background in technical communication and information architecture.

Qualifications

• Strong experience in technical writing, content design, user guidance, developer documentation, or knowledge management.
• Experience leading people or a small content/documentation function.
• Excellent written and spoken English.
• Strong understanding of information architecture and structured content.
• Experience working closely with Product, Engineering, and Design teams.
• Comfort translating complex concepts for diverse audiences.
• Practical experience with modern documentation platforms and workflows.
• Experience using analytics to understand how documentation or guidance is performing.
• Ability to operate hands-on while also setting direction and priorities.
• Ability to work 3 days / week at our office in Helsinki.

Responsibilities

• Own the direction, priorities, and impact of User Guidance, managing and developing a small team while remaining hands-on.
• Own the quality, structure and evolution of Smartly’s customer-facing Knowledge Base, ensuring accurate guidance is available for new and changing capabilities.
• Embed User Guidance into the product development lifecycle, working closely with Product and Engineering.
• Expand guidance beyond articles into video, contextual, and in-product experiences where they improve the customer experience.
• Use analytics and customer behaviour to identify knowledge gaps, prioritize improvements and measure impact.
• Maintain, develop, and evolve our product knowledge so it remains reliable and usable by both people and AI.
• Identify and provide the additional context and collateral that AI systems and agents need to understand and use Smartly’s products.
• Partner with Product, Design, and AI teams to make trusted product knowledge available to AI-powered and agentic customer experiences.
• Help shape how product knowledge is made available through developer documentation, APIs, MCP and other machine-consumable interfaces, in partnership with the teams that own those capabilities.
• Explore AI path to improve how User Guidance content is created, reviewed and maintained.

Skills

Technical writing

Content design

User guidance

Developer documentation

Knowledge management

People leadership

English proficiency

Information architecture

Analytics

Hands-on work

Tools

Documentation platforms

Documentation workflows

Job description

Smartly is seeking a User Guidance Lead to steer our small User Guidance team and evolve how product knowledge reaches customers, internal teams, and AI-powered experiences. You'll own strategy and execution to keep knowledge accurate, discoverable, and reusable for humans and AI, while collaborating with Product, Engineering, Design, Support, and AI teams.

This role combines hands-on writing with leadership, requiring strong background in technical communication and information architecture.