About this role
Smartly is seeking a User Guidance Lead to direct the user guidance team and evolve product knowledge delivery for customers, internal teams, and AI-powered experiences in Helsinki. This role is ideal for a documentation professional eager to shape how technical information powers both human readers and modern AI search agents.
Role Overview
The User Guidance Lead owns the strategic direction, priorities, and impact of user guidance at Smartly while maintaining a hands-on approach. This position goes beyond traditional technical writing and Knowledge Base management by ensuring product documentation fuels AI search, customer service AI, contextual guidance, APIs, and agentic experiences. The professional in this role collaborates with Product, Engineering, Design, Support, Customer Success, Data, and AI teams to make trusted information accessible everywhere it is needed.
Key Responsibilities
Requirements
Skills and Tools
Salary and Benefits
About the Company
Smartly is an AI-powered advertising technology company that transforms ad experiences for brands and consumers. The comprehensive platform integrates media, creative, and intelligence to handle over 800 billion impressions and generate more than 300 billion creatives yearly. Recognized as a Leader in The Forrester Wave for Creative Advertising Technologies, Smartly manages creative and media for over 700 brands worldwide and handles $6 billion in ad spend across major platforms like Facebook, Google, Instagram, Pinterest, Snap, and TikTok. The multinational team consists of more than 750 employees representing over 60 nationalities.
How to Apply
To apply for this position, please visit the official Smartly careers page to submit your application and build your future with the company.
Questions candidates ask
What are the primary responsibilities of the User Guidance Lead?
The User Guidance Lead manages a small team, oversees the customer-facing Knowledge Base, integrates guidance into the product development lifecycle, expands content into video and in-product experiences, and ensures product knowledge is accessible to both humans and AI systems.
Is this position remote?
No, this is a hybrid role requiring the candidate to work 3 days per week at the Smartly office in Helsinki, Finland.
What qualifications are required for this role?
Candidates need strong experience in technical writing, content design, user guidance, developer documentation, or knowledge management in a SaaS environment, prior leadership experience, excellent English skills, structured content expertise, and an interest in AI documentation technologies.
Do I need to be an AI engineer to apply?
No, an AI engineering background is not required, but applicants should be genuinely interested in how LLMs, retrieval, APIs, MCP, and AI agents shape the future of product documentation.
What benefits does Smartly offer employees?
Smartly provides healthcare packages, mental health services, paid holidays, family leave, equity options, performance-based rewards, career development, and a flexible hybrid workspace with up to 30 days of remote work abroad annually.