About the job Technical Writer
Our US Partner Client is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, they are the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. They pride themselves on understanding and delivering best practices and excellence to 3PLs and their customers.
The Content Management team, part of the Product/UX organization, is looking for a Technical Writer to create clear, accurate, and user-friendly documentation that supports our products and enhances the customer experience. Based in the Philippines and the United States, the team develops and maintains customer-facing content such as product documentation, help guides, and knowledge base articles in close collaboration with Product, UX, and Engineering.
This is a full-time role, on a US shift, and on a remote work set-up.
If you have the right skill set, this may be your opportunity to enter this fast-growing organization.
DUTIES AND RESPONSIBILITIES:
Research: Conduct interviews with subject matter experts to gain a deeper understanding of the topic being written about, ensuring accuracy and depth in content.
Deliverables: Create various project deliverables such as: Help articles, Pendo guides and alerts, RCA documentation, customer-facing emails, release notes, and support both internal and customer newsletters.
Communication: Effectively communicate in writing, anticipate needs and issues, and ensure timely communication with team members and stakeholders to maintain smooth operations.
Teamwork: Collaborate with a diverse team, including product managers, marketing specialists, customer support representatives, engineers, and fellow technical writers, to provide accurate, clear, and comprehensive documentation. Actively contribute to the content teams goals and KPIs, and support colleagues in achieving shared OKRs.
Impact: Enhances product usability and customer satisfaction through effective documentation. Facilitate efficient knowledge transfer within the organization, reducing training time and support cases, and contribute to overall operational efficiency and success.
Leveling up Others: Offer suggestions for improvements to content team processes and rituals, and take the reins to help implement them. Seek opportunities to help others.
Independence: Be self-sufficient and proactive to get things done. Able to unblock yourself to never be stalled or idle.
QUALIFICATIONS:
2-4 years' experience as a Technical Writer
Familiarity with Associated Press (AP) Style Guidelines
Experience creating task-oriented documentation using text and graphics
Undergraduate degree in professional/technical writing, literature, journalism, creative writing, or equivalent work experience in an agile environment.
Excellent written, verbal, and interpersonal communication skills.
Strong command of the English language.
Effective in a fast-paced environment with team members across different time zones and countries.
Ability to collaborate across multiple disciplines with urgency and execution to deliver products and services.
Commitment to continuous learning and growth, with a genuine curiosity and willingness to challenge yourself and others.
Ownership of responsibilities, even in ambiguous situations.
Bonus Points:
Interest or experience in sales channel integration, fulfillment, warehouse management, and/or inventory management systems.
Familiarity with Confluence, JIRA, Help Juice, Pendo, Geckoboard, and HubSpot
Previously held a 3PL, UI/UX Design, Content/Knowledge Management, Quality, Instructional Design, or Training role