cin7 Core - knowledge base and microcopy
A highly responsive SaaS platform, Cin7 Core has grown from its initial form as an inventory management and accounting system to an all-in-one solution supporting complicated manufacturing modelling, integration with all major sales channels (Shopify, BigCommerce, WooCommerce etc.), its own warehouse management and point-of-sale applications, and more.
With 7 years experience from part-time freelancer to part of a multinational remote team, I:
Improved on-page UX by rewriting microcopy for buttons, settings, and tooltips, creating clearer user flows and reducing user bounce from product pages to Knowledge Base content.
Maintained a large user-facing Knowledge Base of 500+ articles, covering product features, workflows, reports, settings, integrations, and troubleshooting guides.
Used analytics data (Zendesk Explore) and close collaboration with Customer Support to identify documentation gaps, clarify ambiguous content, and reduce support ticket volume.
Reduced documentation bottlenecks and release-note turnaround time by implementing structured Jira and Confluence workflows, improving visibility into upcoming features and streamlining information collection from product teams.
Participated in migration of the legacy Knowledge Base to MadCap Central + Zendesk, collaborating across teams to ensure accurate content transfer.
Led the information-architecture restructuring during migration: audited all existing content, removed outdated or redundant articles, standardised templates, and improved overall navigability and user comprehension.
Managed UK-US English localisation of in-product text via Crowdin; applied Polaris style guide consistently
Client Testimonial
“We are a SaaS business who hired Cecile to rewrite & reformat our knowledge base. The work delivered was very professional and delivered in a timely manner. She has a great eye for setting out articles in an easy digestible format for readers. We would highly recommend Cecile for any technical writing work and we will definitly work with her in the future again.”
U.S. ARMY MEDICAL AND NUTRITION STUDY GUIDE
For this task, I had to break down the U.S. Army's dense nutritional guidelines and make a concise yet complete summary that could be used for study purposes.