Product Education & Documentation Lead in Westminster

Join Quorso at a pivotal moment in our growth. We are helping some of the world's most respected retailers transform the way they run their stores, making operations more data‐led, agile and impactful. Using Quorso's intelligent management platform, you'll help turn vast amounts of retail data into clear, actionable insights that influence decisions from store level to the C‐suite.

Quorso is one of retail's most exciting SaaS scale‐ups. Our intelligent management platform translates terabytes of data into smart, personalised daily actions across more than 60,000 stores worldwide. Backed by Summit Partners, we're scaling fast and building the data foundations that will shape the future of retail performance.

This is a foundational role at Quorso. You will be setting up and shaping a new product education and documentation function from the ground up. As our Product Education & Documentation Lead, you will own and scale the single source of truth for how Quorso works — what the product does, how it should be communicated, and how it is used.

You will be expected to define the vision, strategy, standards, and operating model for product knowledge at Quorso, and to do so with a high degree of autonomy. This role is suited to someone who is comfortable building a new function, making decisions in ambiguity, and proactively creating momentum rather than waiting for direction.

This role goes beyond traditional documentation. You will design and own the tooling, systems, and workflows that transform product inputs (user stories, acceptance criteria, designs, releases) into high‐quality, consistent, and up‐to‐date product knowledge across internal teams and customers.

You will act as a player‐coach: setting strategy and standards for product knowledge while remaining hands‐on where needed. A core expectation of this role is the effective use of modern tooling — including AI‐assisted workflows — to scale documentation, education, and enablement, rather than relying on manual content creation alone.

You will partner closely with Product, Engineering, Design, Customer Success, and Implementation to ensure product understanding is never a blocker to adoption.

• Product Documentation (Single Source of Truth)

• Own the end‐to‐end product knowledge ecosystem for Quorso, across internal and external audiences.
• Design and implement tooling and workflows that convert product inputs (user stories, acceptance criteria, Figma designs, release notes) into documentation that meets defined quality standards.
• Define and enforce documentation standards, templates, and quality bars — ensuring outputs are consistent, accurate, and scalable.
• Build and maintain clear information architecture across documentation repositories and knowledge bases.
• Operate within a docs‐as‐code workflow (e.g. Git, Markdown, version control) to ensure maintainability and traceability.
• Ensure all documentation clearly communicates:

• What the feature does
• The value it unlocks
• How to configure and use it

• Design the systems and content that enable internal teams (Product, Engineering, Sales, Customer Success, Implementation) to understand and explain the product effectively.
• Build and maintain structured onboarding pathways for new joiners to accelerate accurate product ramp‐up.
• Partner with Product and Engineering to ensure new features are accompanied by the right enablement assets, processes, and internal updates.
• Maintain internal FAQs, demo scripts, talk tracks, "how to explain this feature" guides, and product one‐pagers.
• Collaborate with existing L&D ownership (including temporary coverage during parental leave) to ensure alignment, without duplicating effort.

• Own the systems and standards behind customer‐facing education, including guides, learning paths, recorded tutorials, and self‐serve resources.
• Ensure support content and FAQs remain accurate, current, and aligned with product evolution.
• Develop scalable, self‐serve education that reduces support load and empowers customers to succeed independently.
• Partner with Customer Success to identify recurring questions, knowledge gaps, and opportunities for improved understanding.
• Support the creation of customer training packages, including baseline and advanced modules where appropriate.

• Work with Product and Design to embed education directly into the product via contextual help, walkthroughs, onboarding flows, and feature explanations.
• Define reusable in‐product education patterns that scale across features.
• Apply digital adoption principles to reduce friction, accelerate activation, and drive sustained usage.
• Use behavioural signals (support tickets, usage data, feedback) to identify where in‐product guidance is needed.
• Contribute to the evaluation and implementation of lightweight in‐app guidance solutions (deep tool specialisation not required).

• Act as the central owner of Quorso's product knowledge strategy.
• Establish the operating model for this function, including how product knowledge is created, reviewed, approved, and maintained across the organisation.
• Define and evolve the tooling stack, workflows, and governance for how product knowledge is created, reviewed, approved, and maintained.
• Leverage AI‐assisted tools and automation to improve speed, quality, and consistency of outputs.
• Use metrics, feedback, and usage data to continuously improve clarity, relevance, and effectiveness.
• Advocate for clarity, consistency, and user‐centred communication across the organisation.
• Partner with leadership to ensure product understanding consistently supports growth and adoption.

Required Skills & Experience

• 5‐10 years' experience in product documentation, product education, product enablement, or similar roles within B2B SaaS.
• Demonstrated experience building or significantly evolving a function, system, or capability — including working with ambiguity and minimal existing structure.
• Demonstrated experience designing tooling, workflows, or systems to scale documentation and education — not just producing content manually.
• Experience leveraging AI or automation tools to improve content creation, maintenance, or quality.
• Strong ability to translate complex product and technical concepts into clear, usable knowledge.
• Deep understanding of how Product, Engineering, and Design teams operate and ship software.
• Experience building structured onboarding or enablement pathways for product‐driven organisations.
• Excellent written communication and strong editorial judgement.
• Comfortable working closely with Product and Engineering on technical concepts and release processes.
• Familiarity with docs‐as‐code workflows and modern documentation tooling (e.g. Markdown, Git).

Nice to Have

• Experience supporting in‐product, contextual learning or digital adoption initiatives.
• Experience designing short video tutorials or interactive learning experiences.
• Exposure to analytics‐ or workflow‐heavy products.
• Experience supporting customer‐facing training programs.

Inclusion Matters

At Quorso, inclusion isn't just a value — it's a foundation. We are committed to building diverse, balanced, and open teams where everyone can thrive and contribute. We welcome applications from all backgrounds and communities.