Knowledge Systems Lead

 LeapXpert: Innovating the Future of Business Communication 

At LeapXpert, we’re revolutionizing business communication by seamlessly integrating the familiarity of consumer messaging apps with enterprise-grade security and compliance.  

As pioneers in responsible business communications, we empower employees and clients to connect through their preferred messaging platforms while upholding the highest standards of governance and security.   

Our mission is to transform workplace communication globally.  

We’ve been recognized as a Visionary in Gartner’s Magic Quadrant for Digital Communications Governance and Archiving Solutions, raised a $20 million Series B funding round - bringing our total funding to $60 million, and earned the trust of top-tier institutions worldwide, who rely on our platform daily to streamline client communications.  

This is just the beginning - we’re growing rapidly, and we’re seeking passionate, talented individuals to join our team.   

This is your opportunity to work on impactful projects using cutting-edge technologies alongside driven innovators from around the world.  

Apply now to be part of something revolutionary!  

Why join us 

• Innovative Culture: Work at the cutting edge of business communication technology, with a product that’s changing the way Fortune 500 companies communicate. 
• Impactful Work: Your contributions will directly impact how millions of professionals connect and collaborate worldwide. 
• Global Team: Be part of a diverse, mission-driven team that values collaboration, innovation, and growth. 
• Growth Opportunities: With our rapid expansion, there are plenty of opportunities for professional growth and development. 
• Award-Winning Product: Join a company with a track record of success and recognition, including accolades like being named a Gartner Cool Vendor. 

About the role 

LeapXpert is transforming how regulated enterprises communicate compliantly across modern messaging channels. As we scale our R&D organization across 15 product squads and shift toward an agentic AI development model, we need someone to own the knowledge infrastructure that powers it all. 

This is not a traditional technical writing role. You won’t be measured by pages produced. You’ll be measured by how well our documentation system scales, how quickly squads ship accurate docs alongside features, and how reliably our knowledge assets serve both internal teams and enterprise customers in regulated industries. 

Title: Knowledge Systems Lead (formerly Technical Writer) 

Function: Product 

Reporting: Head of Product 

Location: Ho Chi Minh City, Vietnam / Remote 

What you’ll own 

Documentation Pipeline Architecture 

• Design and operate the end-to-end agentic documentation pipeline — from PRD and spec inputs through AI-assisted drafting to published output 
• Define the toolchain: structured authoring tools, doc-as-code workflows, version control, and publishing infrastructure 
• Build and maintain prompt frameworks that generate first drafts from structured inputs (Jira tickets, PRDs, API specs, release notes) 

Quality Standards & Governance 

• Set and enforce content standards across all 15 squads — tone, structure, accuracy, and compliance-safe language 
• Act as the adversarial reviewer on AI-generated content — catching hallucinations, missing regulatory caveats, and contradictions with platform behavior 
• Own the compliance language library: approved phrasing for SEC 17a-4, FINRA, MiFID II, GDPR, and other frameworks LeapXpert operates within 

Knowledge Architecture 

• Design and maintain the content taxonomy across product areas (messaging channels, compliance features, admin, integrations) 
• Ensure documentation is structured as machine-readable knowledge — optimized for RAG retrieval, AI chatbot grounding, and customer-facing search 
• Own the single source of truth strategy: eliminate duplication, manage versioning across product bundles (Essentials, Enterprise, Enterprise+) 

Squad Enablement 

• Embed documentation checkpoints into the product development lifecycle — not as a downstream task but as a release gate 
• Train PMs and engineers on structured writing inputs so AI pipeline outputs improve over time 
• Provide squad-level support during major integration launches (WhatsApp, Telegram, RCS, LINE, etc.) 

What success looks like 

• Documentation ships alongside features, not weeks after 
• AI pipeline reduces manual drafting effort by 60%+ within 12 months 
• Zero documentation-related compliance incidents with enterprise customers 
• Squads self-serve 80% of routine doc updates through the pipeline with minimal intervention 
• Knowledge base serves as a reliable grounding source for internal AI tools and customer-facing chatbots 

What you bring 

Must-have 

• Proven ability to design or operate documentation workflows — we care more about what you’ve shipped and how you think than how long you’ve been doing it 
• Hands-on experience with docs-as-code workflows (Git, Markdown, static site generators like Docusaurus or MkDocs) 
• Strong editorial judgment — you can spot when AI output is subtly wrong, not just obviously wrong 
• Ability to read and interpret API documentation, PRDs, and engineering specs independently 
• Experience designing or operating AI-assisted content pipelines — or demonstrated hands-on experimentation with AI writing tools in a structured workflow 

Strong advantage 

• Familiarity with structured authoring standards (DITA, content reuse patterns) 
• Background in compliance, fintech, or other regulated SaaS environments 
• Prompt engineering experience applied to documentation or knowledge workflows 

Mindset 

• Systems thinker first, writer second 
• Comfortable owning ambiguous infrastructure problems without a playbook 
• Proactive about flagging when documentation is a risk, not just a gap 

What this role is not 

• It is not a high-volume drafting role — AI handles first drafts 
• It is not a support function that activates after engineering ships — you’re upstream 
• It is not isolated from product decisions — you have a seat in the product development lifecycle 

Our Values 

• Curiosity: We’re curious and future-focused. 
• One Team: We’re one team, in many colors. 
• Customer-Driven: We’re obsessed with the customer. 
• Integrity: We don’t compromise on the integrity. 
• Excellence: We exemplify excellence. 

What you’ll get 

• An awesome job with an attractive remuneration package 

• Comfortable environment and settings 

• Friendly colleagues who support each other to win as a team 

• A flat, product-focused organization and Agile team to let you add your value and ideas to the product and company 

• Opportunities to learn and be trained in applied new technologies and methodologies 

• Facing new and innovative challenges to deliver commercial-grade, world-class product 

• Career growth in multiple directions, based on your preferences and abilities 

Benefits 

• 13th salary, paid pro-rata, every month to allow more flexible financial plans 
• 18 annual Leaves and 1 birthday leave 
• Full salary on probation 
• Fully social insurance according to Vietnam Labor Law 
• Premium Health Care Insurance and Annual health check 
• Lunch and parking allowances 
• Team building, fun monthly, quarterly activities, and so much more fun are waiting for you! 
• Annual Performance Review 
• Attractive career path 
• Advanced technical solutions, agile culture, and the opportunity to work with the latest technologies 

LeapXpert values diversity and inclusion as critical components of our culture and success. We believe a diverse team with various backgrounds, experiences, and perspectives fosters creativity, innovation, and mutual respect. We are committed to creating a welcoming and supportive environment where everyone can thrive regardless of ethnicity, gender identity, sexual orientation, age, religion, or ability. We actively seek to recruit and retain talent from diverse communities and encourage all qualified candidates to apply. Please submit your resume for consideration.