Company Profile

Driven by increasing online retail activity, supply chain logistics is exploding with growth.  That growth is enabled by third-party logistics warehouses (3PLs), who in turn rely on 3PL Central.  We are the brain of the warehouse – the critical platform for managing these businesses.

3PL Central is the fastest growing Software as a Service (SaaS) solution in warehouse management.  Our customer base ranges from small and medium sized 3PLs to large Fortune 500 firms.  These customers span 47 states and 16 countries across 5 continents.  3PL Central was founded by established industry veterans and is backed by Mainsail Partners. 

Located in a beautiful, new, beach-adjacent office in El Segundo, our team consists of 75 growth-minded team members. While we definitely consider ourselves a start-up culture, 3PL Central is well established with over a decade of success.

Job description

The primary objective of this role is to empower customers to accelerate adoption of the 3PL Central platform by developing and implementing a knowledge management solution. We’re looking for an individual who is excited and passionate about helping people use tools that make their jobs easier and faster, universally driving up product knowledge and adoption.

You will be a player/coach, working with and leading a team tasked with designing knowledge platforms, producing impactful content, and building processes to scale knowledge base management operations. We are looking for the right person to actively participant in setting our overall user enablement strategy, contribute content (from creation to editing, design, publishing, and measuring) on a variety of platforms, and act as the primary stakeholder in the performance and maintenance of all content.

In this role, you will work cross-functionally to manage customer support content based on user feedback, analytics, product requirements and user experience (UX) best practices. You will also monitor feedback and analyze data to ensure our help content is optimized for our users, creating user experiences that are educational, helpful, and delightful.

Key Experiences:

• Real world understanding of user enablement best practices on knowledge base management, key performance metrics, content design and UX, and platform technologies.

• Developed skills in the content creation process (complete product lifecycle) including creating technical content, editing technical content, and overall UX/design to ensure meaningful consumption value to the end user.

• Familiar with user enablement tools and workflows, including in-product messaging, email, web-based communities, and knowledge base management tools.

• Solid understanding of publishing and content hosting technology.

• Developed skills in content development strategy and prioritization – understanding audience, reach, and impact.

• Solid project management skills to support content production processes.

• Real world experience managing learning from data, managing change, and at times managing chaos.

• Positive and successful experiences working with cross-functional teams (product, development, support, sales, marketing, CSM’s)

Qualifications:

• Writing, editing and proofreading experience in a professional capacity

• Conceptual, creative thinker with a passion for clear, easily-consumable content

• Strong project management and organizational skills

• 2+ years experience in developing knowledge management systems

• 2+ years of experience working in technology, journalism, education, support operations, consulting or related fields.

• 2+ years of experience in managing online and in-product help content for global audiences, such as product tutorials, user onboarding flows and/or user manuals

• Demonstrated understanding of user experience principles