Years of experience: 12
AuthorEntertainmentCopywritingCopywriterContent WriterEditor
Trust Score
Exceptionally trusted; proven professional excellence.
Spencer's Career Path
Mar. 2022 -Nov. 2024
AmplitudeSenior Help Center Program Manager
San 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 He...
Jun. 2020 -Mar. 2022
AmplitudeHelp Center Program Manager
San Francisco, California, United States
Jul. 2019 -Jun. 2020
OptimizelyKnowledge Base Program Manager
San 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 t...