It’s rarely obvious to new users. That’s why you need a writer who can take the impossible and explain it in simple language. Then voilà, it makes sense.
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 experience summary
Technical Writer for Programmatic Advertising 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.
Technical Writer Knowledge Base
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.
- Client: BrokerEngine
- Sample 1
- Sample 2
- Tools: Intercom
Technical Writer MarTech SAAS App
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.
- Client: tinyEmail and tinyalbert
- Sample 1
- Sample 2 (Note: the company migrated their docs to a new platform and have not updated the formatting.)
- Tools: Intercom, Shopify
Technical Writer Club Management App
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.
- Client: CourtReserve
- Sample 1
- Sample 2
- Tools: Intercom, Monday
Help Center Technical Writer
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.
Technical Documentation for SAAS Billing Product
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.
- Client: Upmind
- Sample 1
- Sample 2
- Video sample 1
- Video sample 2
- Tools: Gitbook, Snagit
Documentation for a SaaS product
memberships, onboarding, integrations
Created how-to articles that help end users learn Memberstack tools and integrate Webflow. Helped build out the how-to library for existing tools and then write content to support new features. Researched and wrote articles related to templates, payment gateways, and integrations (e.g. Stripe and Make.com).
- Client: Memberstack
- Sample 1
- Sample 2
- Tools: Zendesk, Snagit
Confluence Knowledge Base Writer
data analytics, data visualisation, data mapping
Hired by a Singapore startup to write User, Admin, and Deployment manuals for a new data visualization portal. Also edited three existing manuals by copying content from PDFs, building a new Confluence space, updating instructions, and adding screenshots.
- Client: VA Insight Software
- All work behind a paywall.
- Tools: Confluence
Technical Writer for CMS Help Centre
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.
Warehouse Management Manual Writer
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.
- Client: DaVinci Unified
- Sample: scan pack and adjust inventory (UI)
- Tools: Confluence, Jira Issues, Draw.io
ERP Manuals
telehealth, admin and user guides
Updated three guides (admin portal, reporting, user) for a telehealth provider. Reviewed the software, identified V2 changes, and updated the manuals with new text and screenshots.
- Client: Caregility
- All work behind a paywall.
- Tools: Word, Teams
SaaS Platform User Manuals
job sharing platform, admin and user guide
Wrote two manuals for a job-sharing SaaS platform, a teacher’s guide, and an administrator’s guide.
- Client: Gemini 3 (no link available)
- Sample
- Tools: Google Docs
Technical Writer
royalties, approvals, content management, Salesforce
First technical writer hired by this startup to create how-to instructions for a royalty licensing SaaS app built on Salesforce.
- Client: Flowhaven
- All work behind a paywall.
- Tools: Salesforce Knowledge
Knowledge Base Writer
contract management, user roles, knowledge base
Hired by this Singapore startup to launch a knowledge base starting with nine how-to articles to support its contract management service.
- Client: Contract Hound
- Sample
- Tools: Intercom
Technical Writer User Guides
knowledge base, arbitrage
Wrote 20+ how-to Intercom articles for this buy-sell platform that helps clients source products for sale on Amazon.
- Client: Tactical Arbitrage
- All work behind a paywall.
- Tools: Intercom
WooCommerce Plugin Guide Writer
WordPress, plugin, Woo-commerce
Wrote a user guide for a plugin that adds Google Merchant Center Customer Reviews.
- Client: WooCommerce
- Sample
- Tools: WordPress
Knowledge Base Writer
WordPress, help centre articles, job scheduler
I was the first technical writer at this Australian job management SaaS startup. I wrote over 60 how-to articles for their WordPress knowledge base and created help guides for admins and field staff using the platform on mobile.