SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com. What we’re looking for
At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot. In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction. What you’ll be working on
Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction. - Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search. - Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team. - Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities. - Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance. - Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts. - Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change. - Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.
Information Architecture & AI Readiness:
Chatbot & Conversational Design:
Content Lifecycle & Quality:
AI Operations & Innovation:
Data Analytics & Insights:
Cross-Functional Collaboration:
Team Leadership & Development:
We’d love to hear from people with
5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function. - Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus. - IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions. - Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role. SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, this opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 3 days per week.
Please apply using an English version of your resume/CV. #LI - Hybrid
Why SurveyMonkey? We’re glad you asked
At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life. We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving, opening new hubs in Costa Rica and India, crossing the threshold of 100 billion questions answered, and earning recognition as one of the Most Inspiring Workplaces across North America and Asia. We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. Your data
For more information on how SurveyMonkey (including its subsidiary and affiliated companies) processes your personal data as a job candidate or applicant, please see our Global Applicant and Candidate Data Privacy Notice. Please note that we may use artificial intelligence (AI) tools to support parts of the hiring process, such as sourcing candidates, reviewing applications, analyzing resumes, or summarizing interviews. These tools assist our recruitment team but do not replace human judgment.
