Our Customer Success team is growing at Vitally! We’re looking for a Knowledge & Automations Manager who’s ready to build, standardize, and scale all customer-facing and internal documentation at Vitally. This person will own the creation of new documentation across support, onboarding, and strategic use cases, partnering closely with GTM teams and Product to ensure every customer has clear, helpful, and accurate guidance throughout their journey. This is a new, cross-functional role that sits at the intersection of content strategy, AI performance, and operational scale. You'll be the person who makes sure that when a customer asks Viv a question — or a CSM looks up an answer in Glean — they get something accurate, clear, and useful. Today, Viv resolves 65%+ of customer inquiries. Your work will extend that across onboarding, strategic questions, and internal workflows. Unlike a traditional documentation role, this isn't about maintaining a help center. It's about building and operating a living knowledge system that serves multiple teams and powers AI performance across the business. You'll define the standards, build the infrastructure, and close the feedback loop between how knowledge is created and how it gets used If you’re excited to build from the ground up and have a big impact on scale, efficiency, and customer experience — this is your role. Role Responsibilities: Internal Knowledge Systems - Audit, organize, and elevate existing internal documentation so GTM teams have a reliable, accurate source of truth they can actually use - Define documentation standards, templates, and ownership models - Build and maintain the processes by which knowledge gets created, reviewed, updated, and retired — so nothing goes stale and nothing falls through the cracks - Serve as the bridge between Product & Engineering and GTM teams, translating feature releases and technical changes into clear documentation before anything reaches a customer AI Enablement - Own the knowledge base that powers Viv (Intercom's Fin), our AI customer chatbot — ensuring documentation is well-structured for accurate AI responses - Partner with the Support team to maintain Viv's documentation, owning larger documentation initiatives while enabling the team to handle smaller, ongoing updates - Identify gaps in Viv's coverage and create new content to extend its effectiveness - Monitor AI performance signals — deflection rates, low-confidence responses, failure patterns — and iterate to improve - Help GTM teams adopt and get value from Glean and other AI-powered tools by ensuring the underlying knowledge is clean, current, and well-organized Cross-Functional Process & Automation - Build scalable workflows and automations that reduce manual effort around knowledge creation and maintenance - Establish a feedback loop so frontline teams can easily surface documentation gaps and get them addressed quickly - Use support ticket trends, AI performance data, and team input to proactively find and close content holes - Partner with Ops and team leads to set up knowledge frameworks that each team can own going forward - Measure what matters: self-serve success rates, AI performance, internal tool adoption, and time-to-answer About You: You think in systems. You're not satisfied with a well-written document that nobody finds or a process that breaks when one person leaves. You care about how knowledge flows — how it gets created, surfaces in the right place, stays accurate, and actually gets used. You're comfortable wrangling information from teams who are busy and not always aligned. You know how to ask the right questions, distill the answers into something useful, and build structures that make it easier for everyone next time. You're a strong writer, but writing is just one part of what you do — the bigger part is building the systems around it. You're energized by ambiguity. This role is new not just at Vitally, but in the industry. You'll have real freedom to define how it grows, and you'll be expected to use it. You'll thrive here if you have: - 3+ years in documentation, knowledge management, technical writing, or operations within a SaaS environment - Demonstrated experience building and owning workflows, processes, and automations — not just contributing to them - Experience with AI/LLM-based tools (chatbots, AI agents, knowledge-powered tools) and a track record of improving their performance through better documentation - Comfort with technical concepts: APIs, data models, integrations — you don't need to build them, but you need to understand and explain them - Strong instincts around data: you use AI performance metrics, ticket trends, and usage analytics to prioritize your work - Experience working across multiple teams and stakeholders, influencing without authority - Familiarity with tools like Intercom, Glean, Zendesk, or similar knowledge base and ticketing platforms Bonus: - Experience with Vitally or another Customer Success platform - Background in GTM operations or revenue enablement Benefits & Culture: - Salary: $100,000-$120,000 USD - Equity: We want every team member invested in the company’s success and are happy to be generous with equity. - Benefits include: - Private healthcare for you, your partner, and dependents - Unlimited PTO with a required minimum (please rest!) - Flexible work hours and WFH policy - Education stipend - Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally. - Career path: Not only will you learn a ton in this role, but since we're a small team, there will be plenty of promotion and growth opportunities ahead. Our CS team is growing fast; you will have direct influence on how we move forward.

• Work directly with ACS engineers and founders to gather and document technical information on the autonomous turret platform, including computer vision systems, control systems, robotics hardware, and embedded software. • Create and maintain operator manuals, user guides, system integration documents, maintenance procedures, and safety documentation for ACS’s counter-drone system. • Develop government-facing technical deliverables compliant with applicable DoD and MIL-SPEC standards (e.g., MIL-STD-40051, S1000D, or applicable Technical Orders). • Collaborate with mechanical and electrical engineers to document hardware assembly, wiring, and maintenance procedures for the autonomous turret platform. • Support proposal efforts and contract deliverables by producing technical narratives, SOWs, and program documentation for government customers. • Manage document version control and maintain consistency across all publication types as the ACS product evolves rapidly. • Prepare and submit documentation deliverables to government agencies and program offices, ensuring compliance with contractual requirements and review timelines.

• Regularly produce various content types, including email, social media posts, blogs, and white papers • Edit content made by other members of the team • Collaborate with other departments to create innovative content ideas • Research, outline, write and edit new and existing content, working closely with various departments to understand project requirements • Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation • Work with development and support leads to identify all documentation repositories, revise and edit, and determine the best solution for data compilation and centralized storage • Research, create and maintain information architecture templates that uphold organizational and legal standards and allow for easy data migration • Develop content in alternative media forms for maximum usability, with a consistent and cohesive voice across all documentation

Position Summary Help make the American dream come true for immigrants! This is an exciting opportunity to grow your career with one of the largest law firms in the United States. Ogletree Deakins is an international law firm with 60 offices throughout North America and Europe. We have one of the largest business immigration practices in the United States; our immigration practice group comprises experienced, dedicated immigration lawyers and paralegals who work with domestic and international corporations and businesses to develop appropriate strategies to facilitate the international transfer of skilled employees. Our fast-paced business immigration practice group has several openings for experienced Legal Writers! The Legal Writer will be responsible for drafting correspondence and memoranda relevant to the Firm’s immigration practice, collaborating with immigration attorneys, and adhering to government deadlines. We offer a collegial, collaborative, challenging, and growth-focused work environment with innovative technology, customized resources and processes, and continuous skill-based training and professional development. This position may be remote, but the successful candidate must reside in a state where we have a physical office. We will consider qualified applicants with criminal histories in the manner consistent with the Los Angeles Fair Chance Initiative for Hiring. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the Fair Chance Ordinance. Requirements - Bachelor's degree from a four-year college or university, or a paralegal certificate from an ABA-approved program. - 4+ years of paralegal experience in a business immigration practice. - Experience researching law, investigating facts, and preparing documents to assist attorneys with immigration matters. - Excellent proofreading, editing, reading comprehension, and time management skills. Successful candidates must be able to translate facts into understandable and persuasive content to be reviewed by officers adjudicating immigration matters. Please note that we are not working with outside recruiters for this position. Benefits In accordance with the Colorado Equal Pay for Equal Work Act, the expected salary range for this Colorado position is between $76,080 and $114,120. In accordance with New York State’s Wage Transparency Law, the expected salary range for this New York State position is between $69,360 and $125,880. In accordance with California’s amended labor code, as stated in Senate Bill 1162, the expected salary range for this California position is between $71,600 and $125,880. In accordance with the Washington Equal Pay and Opportunities Act, the expected salary range for this Washington position is between $79,840 and $119,760. In accordance with the Wage Transparency Omnibus Amendment Act, the expected salary range for this DC position is between $79,840 and $119,760. In accordance with Maryland’s Equal Pay for Equal Work-Wage Range Transparency Law, the expected salary range for this Baltimore position is between $71,600 and $107,400. In accordance with the Illinois Equal Pay Act Transparency Notice, the expected salary range for this Illinois position is between $79,840 and $119,760.  In accordance with Massachusetts Frances Perkins Workplace Equity Act, the expected salary range for this Massachusetts position is between $83,920 and $125,880. In accordance with Minnesota Pay Transparency Law, the expected salary range for this Minnesota position is between $71,600 and $107,400. In accordance with New Jersey Senate Bill 2310, the expected salary range for this New Jersey position is between $83,920 and $125,880. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law. This position qualifies for the benefits below. Actual pay will be adjusted based on experience, geographic location, and other job-related factors as permitted by law. This position qualifies for the benefits below. The application deadline for this position is June 30th, 2026. Ogletree Deakins offers a robust suite of benefits for our Staff including: Paid Time Off, Paid Sick Leave, a 401(k) matching program, Profit Sharing, Paid Holidays, Paid Parental Leave, affordable Health and Life Insurance including Dental & Vision coverage, Health Savings Account /Flexible Spending Accounts to help offset the cost of dependent care and/or health care expenses, Tuition Reimbursement and an Employee Assistance Program. Contact Information Please note that applications submitted via e-mail will not be considered. If you have questions, please e-mail adel.asim@ogletreedeakins.com with “Legal Writer – Raleigh" in the subject line. Firm Overview Ogletree Deakins has one of the largest Business Immigration practices in the United States and provides a wide range of legal services for employers seeking temporary business visas and permanent residence for foreign national employees. We provide comprehensive immigration services to clients of all sizes, including numerous Fortune 500 companies. Our practice is designed to provide superior client service at competitive fixed fee rates. Our attorneys are proactive in handling client matters, from case initiation to case strategy/planning to successful completion, always remaining accessible to all our clients. We are fully committed to the importance of diversity within the legal profession and all workplace environments, and strongly encourage diverse candidates to apply to the firm. Equal Opportunity Employer.