Knowledge Base Writer for SaaS

As a freelance knowledge base writer, I build structured help content for SaaS platforms, from single articles to full knowledge base systems. Clear documentation that reduces support load and helps users get things done without hand-holding.

Look, if you’re aiming to build or refresh a knowledge base without a lot of hand-holding, I’m here to make it easy.

With over eight years of experience crafting help center content for SaaS platforms, I can quickly get up to speed on your product and deliver clear, user-friendly documentation. My competitive advantage? I can work with as much or as little input from your team as you need. Some clients want weekly calls, and others have told me straight out, “We’re too busy for pesky questions, so you figure it out.” And you know what? I do.

I specialize in figuring out complex workflows and writing plain English instructions. The result is fewer support tickets and a better customer experience. When you hire me, you spend less time explaining and more time growing.

Project highlights

Selected live documentation samples: diverse procedural guides from real SaaS projects.

BrokerEngine: Create a Custom Workflow Step-by-step guide to building automation triggers, events, delays, and actions (e.g., emails/tasks on deal stage changes) in a mortgage platform. Demonstrates structuring complex operational workflows for accuracy and self-service. [View live article]

TinyAlbert: Authenticate Your Sending Domain Using DKIM Step-by-step guide to DNS TXT record setup and self-signing for email deliverability in an AI email marketing app. Exemplifies precise technical instructions for SaaS infrastructure. [View live article]

DaVinci Unified: Scan Pack Overview Detailed packing process in a cloud WMS (barcode scanning, LPN generation, verification). [View live article]

Selected project experience summaries

illumin — AdTech Platform

knowledge base manager, website copywriter, course creator

Hired to build a ServiceNow knowledge base from scratch. Learned two proprietary canvas tools through hands-on testing and SME calls due to limited documentation. Delivered 60+ articles and 15+ Saleo product tours. Coordinated with the Marketing team to align article releases with new feature launches.

BrokerEngine — Mortgage SaaS

mortgage software, workflows, automations

Contracted to update and expand the knowledge base for an Australian mortgage application platform. During the one-year engagement, revised and formatted over 100 existing articles to align with the updated UI and style guide. Authored 25+ new help articles to support recent feature launches.

tinyEmail — Email Marketing

email marketing, Shopify apps

Hired to build the Intercom knowledge base for an email marketing platform. Worked with remote SMEs, learned the product, and wrote how-to articles following the company’s style guide. Later helped launch a second knowledge base for an AI email assistant for Shopify users.

CourtReserve — Sports Tech

memberships, bookings, tennis, and pickleball

At this Florida sports tech startup, I built a 125+ article tennis knowledge base with minimal input. Impressed by my work, the client later hired me to create a pickleball version.

Nektar — Project Management

construction, materials management, resource tracking

Hired to update and expand the Intercom knowledge base for this project management tracker. Working with minimal client support, I learned the tool and updated or wrote 50+ how-to articles over a nine-month engagement.

Upmind — Billing & CRM

CRM, e-commerce, knowledge base, billing, inventory management

Hired by a UK company to build a knowledge base for their e-commerce platform—an all-in-one billing, CRM, and service desk tool. Wrote 80+ articles covering tasks like payment gateway setup and product promotions. Later brought on to create onboarding videos for their web hosting platform.

Sinorbis — CMS Platform

CRM, no code web building, lead generation, data mapping

Hired by an Australian CMS startup to write how-to articles for their Zendesk help center, based on an information architecture I created in PowerPoint. Over 18 months, I added 120+ articles and later provided ongoing support for new features.

DaVinci Unified — Warehouse Management

WMS, invoicing, inventory management, transportation, logistics

Hired by a California SaaS company to create a user manual for their warehouse management system. Worked with the founder and SMEs to write 150+ pages in Confluence, using Jira to track bugs and questions. Also made process diagrams to explain complex warehouse workflows.