Melanie Z.

I help SaaS companies turn confused users into confident ones. As a customer education specialist, I build the help centers, AI support flows, in-app onboarding, and lifecycle emails that cut support tickets and speed up activation, grounded in real user research and written in a voice that sounds like your product. Strengths: - Help center & knowledge management, from scratch or full overhaul - AI support & conversational design. Savvy in Intercom, including hands-on experience with Fin AI - In-app onboarding: product tours, contextual guides, activation flows - Lifecycle & onboarding email journeys (ActiveCampaign and similar tools) - UX research and writing that turns into copy and flows people actually use Recent work Built out the help center, product tours, and onboarding sequences for Carepatron; delivered similar work for teams like CharityTracker and Citizens. My background spans UX research, UX writing, CX leadership, and product management. If you're a SaaS founder or team trying to cut time-to-value or reduce support volume without hiring a full team, let's talk.