Senior Technical Writer

Summary

Join Trustly as a Senior Technical Writer and contribute to creating clear and concise content for customers and stakeholders. You will design, write, and publish online self-service content, develop employee knowledge base articles, maintain a customer response library, and create procedural manuals for enterprise merchants. The role involves leveraging AI for content creation and requires experience in technical writing, content management, and conversational design. You will work within collaborative teams, performing audience and task analysis. Trustly offers a remote-first culture, competitive salaries, and comprehensive benefits.

Requirements

• 5+ years of experience in technical writing and content management in a software environment with experience in conversational design principles and practices; payment experience is an asset
• Experience creating customer help and support content (FAQs, point-of-need help, hover help, guided support, etc.)
• Experience writing clear documentation and procedural materials
• Experience developing and managing a content taxonomy
• Experience with the unique requirements of B2B and B2C content approaches
• Experience working within collaborative, cross-functional product teams performing audience and task analysis to identify and create content for new product and service offerings
• Ability to create content that is both human-readable and machine-consumable, enabling efficient knowledge sharing and retrieval across various platforms
• Creative use of visual help (images, workflows, expandable sections of content, video content)
• Ability to report on outcomes for the content domain, including what data is important, how to visualize the data, and how to tell the story using the content data
• Proven experience prioritizing work and managing stakeholder expectations

Responsibilities

• Design, write, and publish online self-service and support content for customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
• Create, update, and maintain employee-specific content to detail policies or procedures that enable customer success
• Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions
• Design, write, and publish procedural and how-to manuals for enterprise merchants using our solutions
• Serve as backup writer for conversational AI platform to create and refine conversational flows, ensuring seamless and personalized customer interactions
• Leverage AI to drive efficiency in content writing as needed

Preferred Qualifications

Experience using Salesforce Knowledge is an asset

Benefits

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave