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Jephitha Jotham

@jephitha

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I create clear SaaS documentation that improves customer self-service, feature adoption, and product understanding.

Kenya

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What I'm looking for

I'm looking to create clear, accessible software documentation and user assistance that improves self-service, feature adoption, and customer confidence in SaaS products.

I create customer-facing documentation that helps SaaS users understand products, complete tasks, and adopt new features with confidence.

At Harri, I led documentation for the Talent Acquisition platform, updated more than 200 legacy articles, and improved information architecture and searchability for an evolving enterprise product.

At Gonnaorder B.V., I authored 150+ help center articles and maintained 100+ legacy resources, documenting workflows that supported onboarding, self-service, and feature adoption.

As a freelance User Assistance Developer and Technical Writer, I work directly with founders and developers to turn product workflows into task-focused help content, guides, release notes, UI text, and in-app assistance.

Experience

Work history, roles, and key accomplishments

Current

Freelance User Assistance Developer

Current

Upwork

Nov 2024 - Present (1 year 10 months)

Delivered software documentation and user assistance for SaaS clients, including help center articles, user guides, release notes, and UI text. Revamped a startup's knowledge base and managed documentation in Zendesk, Help Scout, and WordPress.

Zendesk Help Scout WordPress Markdown HTML CSS GitHub Content Analytics Knowledge Base Management

Lead Product Writer

Harri

Aug 2023 - Jun 2025 (1 year 10 months)

Led product documentation for Harri's Talent Acquisition platform, updating over 200 legacy articles and creating user guides for new features. Used content analytics and customer feedback to improve documentation quality and self-service.

Product documentation Information Architecture Content Analytics Zendesk Markdown HTML CSS GitHub

Technical Writer

Gonnaorder B.V.

Dec 2020 - Aug 2023 (2 years 8 months)

Authored 150+ help center articles and maintained 100+ legacy documentation resources for a SaaS platform. Documented product workflows and developed writing guidelines for customer-facing guides.