Technical Writer, Content Strategist
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Job Description
Technical Writer & Content Strategist managing documentation and content for SRM platform. Collaborating with product, design, and engineering teams on content development.
Responsibilities:
- Write and maintain help center articles for new features in Zendesk using staging environments and collaborating with product owners, designers, and developers as needed.
- Produce release announcements and in‑app messaging that translate technical changes into clear, user‑ready language.
- Anticipate documentation needs by reviewing sprint plans, grooming notes, and product updates.
- Maintain and improve existing documentation by reducing redundancy, improving structure, and retiring outdated content.
- Create and manage Pendo in‑app guides, tooltips, and walkthroughs that complement help center content.
- Audit existing brand voice and content across product and help center, identifying gaps and presenting recommendations.
- Translate brand voice into tone guidelines, UX writing standards, and documentation style guides.
- Define and evolve content architecture aligned with user needs and product organization.
- Build a content roadmap tied to the product roadmap and sprint cycles.
- Establish content operations including workflow, tooling, governance, and contribution guidelines.
- Use analytics and search data to measure content performance and drive iteration.
- Write microcopy and UI text including error messages, tooltips, empty states, and onboarding flows in Figma.
- Produce friction‑reducing UI copy that minimizes the need for complex support documentation.
- Advocate for UX copy quality in design reviews, identifying issues with labels, flows, and user‑facing language.
Requirements:
- 5+ years of experience spanning technical writing and content strategy in SaaS or platform environments.
- Hands‑on Zendesk experience creating, organizing, and maintaining help center content.
- Experience with Pendo or similar in‑app guidance platforms.
- Demonstrated content/brand audit experience with clear methodology and stakeholder presentation skills.
- Ability to deliver end‑to‑end content strategy from research to execution and measurement.
- Exceptional writing skills across technical, UX, and user‑facing contexts.
- Experience working in Figma and contributing to UX copy within design workflows.
- Fluency with AI‑assisted writing tools across documentation and UX copy.
- Comfort with HTML and CSS; JavaScript familiarity is a plus.
- Data literacy with the ability to derive insights from analytics tools.
- Strong independent work capability with proactive communication in a remote environment.
- Commitment to writing quality (including, proudly, the Oxford comma).
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