The Evolved Technical Writer

Talking about the new world of tech writing and knowledge automation

Curriculum vitae

TL;DR

Experienced self-serve content leader with 10+ years in technical documentation and customer enablement within the SaaS industry. I specialize in AI-powered support systems, scalable help centers, and structured training programs — all designed to reduce friction, accelerate product adoption, and increase customer success.

As a people leader and subject matter expert, I guide a distributed team of technical content professionals to produce and optimize resources that not only help customers self-serve, but also strengthen AI support systems that scale customer success. I have a proven track record of aligning content strategy with business outcomes through cross-functional collaboration and data-informed iteration.

Experience

Manager, Technical Content — Workleap

September 2021 – Present · Montreal, QC

  • Lead a distributed team producing self-service content for both the Workleap Platform and ShareGate.
  • Oversee the full lifecycle of knowledge content — planning, creation, optimization, and maintenance.
  • Align content efforts with AI-powered support flows; structure content into reusable snippets and cues that enhance automation accuracy.
  • Partner with Engineering, Product, and Support to identify learning gaps and shape knowledge priorities.
  • Core contributor to increasing AI resolution rate and reducing support ticket volume.
  • Led a side initiative to build structured training for Tier 1 Support agents using the Workleap LMS platform.
  • Create and maintain team roadmaps to align priorities with business objectives; manage the team budget to ensure efficient use of resources.
  • Continuously improve team velocity and training outcomes using analytics, feedback loops, and tool-based validation.

Team Lead, Technical Content — ShareGate

February 2020 – September 2021 · Montreal, QC

  • Managed instructional content development for SaaS onboarding and technical troubleshooting.
  • Mentored writers, set documentation standards, and introduced quality frameworks.
  • Collaborated with Product and Customer Success to deliver integrated training content.

Technical Content Manager — ShareGate

February 2019 – February 2020 · Montreal, QC

  • Owned strategic planning and delivery of ShareGate’s Help Center and user documentation.
  • Designed content workflows and editorial standards for scalability.
  • Led cross-functional collaboration with developers and UX to deliver just-in-time training experiences.

Technical Writer — ShareGate

August 2016 – February 2019 · Montreal, QC

  • Built ShareGate’s Help Center from the ground up, making complex product concepts accessible to users and internal teams alike.
  • Developed content to support product adoption and autonomous troubleshooting.

Technical Writer — Tecsys Inc.

July 2012 – July 2016 · Montreal, QC

  • Developed a wide array of training assets: online help, process documentation, training guides, and internal tools.
  • Maintained centralized documentation infrastructure for scalability and team access.

Tools & Platforms

Product & Content Platforms: Workleap Platform (Officevibe, Performance, LMS, Skills, Onboarding, Pingboard, Workleap AI, Compensation), ShareGate, Zendesk, Intercom

Analytics: Google Analytics, Power BI, Intercom Reports

AI & Automation: ChatGPT, Claude, Intercom’s Fin AI, Gemini, Copilot, AI support automation systems

Collaboration & Productivity: Atlassian (Confluence, Jira, Trello), Slack, Miro, MS Office (Word, Excel, PowerPoint, SharePoint)

Education

Concordia University

Bachelor of Arts (B.A.), English Literature & Philosophy · 2009–2012

Champlain College, Saint-Lambert

DEC, Liberal Arts · 2007–2009

Certifications

Certified Customer Success Management Professional — Practical CSM · May 2021

Publications

Languages

English — Native
French — Professional proficiency

Let’s Connect

Based in Montreal, Quebec, Canada. Feel free to reach out via LinkedIn.