User Guidance Lead

Smartly
Helsinki
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Written communication","Information architecture","Collaboration","Hands-on execution"]

Lead a small User Guidance team and evolve how Smartly’s product knowledge reaches customers, internal teams, and AI-powered experiences. Own the strategy and execution for accurate, discoverable, reusable knowledge across the Knowledge Base and emerging formats like video, contextual guidance, APIs, MCP integrations, and agentic experiences. Partner with Product, Engineering, Design, Support, Customer Success, Data, and AI teams, using analytics to identify gaps and measure impact while remaining hands-on.

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FursaFursa
Smartly
Smartly
1 week ago

User Guidance Lead

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead a small User Guidance team and evolve how Smartly’s product knowledge reaches customers, internal teams, and AI-powered experiences. Own the strategy and execution for accurate, discoverable, reusable knowledge across the Knowledge Base and emerging formats like video, contextual guidance, APIs, MCP integrations, and agentic experiences. Partner with Product, Engineering, Design, Support, Customer Success, Data, and AI teams, using analytics to identify gaps and measure impact while remaining hands-on.
Location: Helsinki
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own the direction, priorities, and impact of User Guidance while managing and developing a small team.
  • •Ensure the quality, structure, and evolution of the customer-facing Knowledge Base as capabilities change.
  • •Embed User Guidance into the product development lifecycle with Product and Engineering.
  • •Expand guidance beyond articles into video, contextual, and in-product experiences.
  • •Partner across teams to make trusted product knowledge available to AI-powered and agentic customer experiences, including via APIs and MCP.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeaveEquityRemote Work

Key Requirements

  • •Strong experience in technical writing, content design, user guidance, developer documentation, or knowledge management in a software/SaaS environment.
  • •Experience leading people or a small content/documentation function.
  • •Excellent written and spoken English.
  • •Strong understanding of information architecture and structured content.
  • •Practical experience with modern documentation platforms and workflows, plus using analytics to understand guidance performance.
Experience:SaaSSoftware
Skills:LeadershipWritten communicationInformation architectureCollaborationHands-on execution
Languages:English
Tech Stack:APIsMCPLLMsRetrievalAnalyticsAI searchAgentic experiences

Company Brief

Smartly
Provides a cloud-based advertising automation platform that helps brands and agencies create, manage, and optimize scalable social and digital ad campaigns across channels with creative and measurement tools.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Helsinki, Finland
Founded: 2013
WebsiteLinkedIn