• Maintain and expand Hauler Hero’s Help Center content in Intercom to ensure articles and videos are accurate, complete, and customer-friendly. • Develop customer-facing product training materials including video tutorials, walkthroughs, and feature overviews using Loom. • Create clear, easy-to-follow documentation that helps customers troubleshoot, adopt new features, and get value from the platform faster. • Use Figma to create visuals, annotated screenshots, and diagrams that enhance written documentation and video content. • Translate technical details from Product and Engineering into customer-ready materials and release notes. • Partner with Customer Success to identify knowledge gaps and proactively create resources to address them. • Partner with Implementation to ensure Implementation Associates have materials to provide customers in onboarding high-quality training materials specific to their use cases. • Work with QA and Product to document new releases, validation steps, and test outcomes. • Organize and manage internal documentation in Notion so teams have access to consistent, up-to-date information. • Monitor feedback from customers and internal teams to continuously improve clarity, tone, and coverage of documentation. • Identify opportunities to leverage AI for scaling customer education, documentation updates, or translation support while ensuring accuracy and brand alignment. • Occasionally assist with customer support coverage during busy periods and to ensure first-hand understanding of customer needs and pain points.