Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
AmplitudeSenior Help Center Program Manager
Mar. 2022 - Nov. 2024San Francisco, California, United StatesI was the sole end-user documentation writer for a public company with multiple product silos, hundreds of customers, and as many as 800 employees globally. During that time, I: - Rewrote all 270+ Help Center articles to comply with documentation best practices in my first six months.
- Developed metrics to quantify Help Center content effectiveness, and used insights from them to increase Help Center-to-feature use conversion by 30%.
- Streamlined and clarified existing in-product copy, and wrote new copy for new features.
- Conceived, implemented and continuously refined the Help Center’s information architecture, at both the site and article level.
- Led a content audit and a front-end redesign, in which I collaborated with design and marketing team members to ensure brand consistency.
- Wrote a style guide and implemented processes for updating Help Center content.
- Set strategy for the Help Center's future development, and executed on that strategy.
AmplitudeHelp Center Program Manager
Jun. 2020 - Mar. 2022San Francisco, California, United States
OptimizelyKnowledge Base Program Manager
Jul. 2019 - Jun. 2020San Francisco Bay AreaDirected strategy for end-user-facing documentation repository.
Achieved and maintained an organic traffic acquisition rate of 67%.
Improved support ticket deflection rates (one support call per 69 user sessions).
Developed plans to migrate documentation to a new platform and integrate it with our help desk ecosystem (scheduled for mid-2020).
Built new processes to allow support and product team members to contribute content more easily.
OptimizelyCustomer Education Manager
Oct. 2016 - Jul. 2019San Francisco, CAWrote content for our user-facing Knowledge Base, including strategy articles, new product / new feature documentation, troubleshooting guides, and FAQs.
Wrote in-product onboarding flows and new feature guides that helped boost new user engagement by 40%.
Drove customer satisfaction rate from 49% when I arrived to over 70% in less than a year.
Led the rebranding of all documentation assets for September 2018 brand refresh. My team was the only one to hit 100% compliance with new branding standards by the deadline.
Edited contributions from other writers and mentored non-writers.
Domino Data LabContract Technical Writer
Mar. 2016 - Aug. 2016San Francisco, CAI wrote both internal and customer-facing technical content for Domino's product, a platform designed to facilitate the work of data scientists. I frequently interviewed SMEs and end users. Deliverables generated include online help articles, printed install brochures, training guides and
technical release notes.
IXL LearningUX Writer / Curriculum Designer, Social Studies
Jun. 2015 - Mar. 2016San Francisco Bay AreaResearched and wrote economics, history and geography content for IXL's Social Studies product line for elementary school students.
Conceived new interactive learning components to engage students and improve outcomes.
Reviewed and edited units written by other curriculum designers.
SymantecSenior Web Writer / Editor
Nov. 2014 - Jun. 2015San Francisco Bay AreaContributed strategic concepts, ideas, and web copy for a relaunch of the Norton product line, including new brand messaging content.
Wrote copy for the Norton.com website, including their eCommerce microsites.
Worked with and directed outside contractors on multiple projects.
Revital AgencySenior Copywriter
Nov. 2013 - Jul. 2014St. Petersburg, FLOversaw copy strategy and implementation for client websites, videos, email campaigns, and print materials in a wide range of industries, including tech, architecture, real estate, and brewing.
Completely redesigned the agency's approach to copy development, improving client satisfaction.
FreelanceFreelance Copywriter
Oct. 2012Wrote copy for a diverse array of digital and physical channels for 20+ regional clients, including tech companies, professional services firms, builders and contractors, social media consultants and others. Contributed to clients' creative strategy development.
Intch is a Professional Networking App for the Future of WorkSee more people like Spencer on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
334250 people
17
Executive Creative Director / Art Director / Founder @ Those Guys Are Great, Inc
24
Partnership Marketing @ DonorsChoose
17
Sr Director, Customer Support
150598 people
17
Executive Creative Director / Art Director / Founder @ Those Guys Are Great, Inc
17
Content manager and creator
16
Founder, Senior Accountant @ Self Employed