Senior Technical Writer, GenAI

Summary

Join Trustly as a Senior Technical Writer and create clear, concise content for various customer and stakeholder touchpoints. You will design and write online self-service and support content, develop employee knowledge base articles, maintain a customer response library, and produce procedural manuals for enterprise merchants. This remote role, based in Canada, also involves designing conversational flows for a Gen AI platform. Leverage your 5+ years of technical writing experience in a software environment, along with your expertise in conversational design, to contribute to Trustly's success. The role requires experience creating customer help content, managing content taxonomy, and working in collaborative product teams. Trustly offers a competitive salary, comprehensive benefits, and a remote-first culture.

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
• Adept at creating 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

• Customer-facing help and support: Designing, writing, and publishing online self-service and support content for our customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
• Employee knowledge base articles: Creating, updating, and maintaining employee-specific content to detail policies or procedures that enable customer success
• Customer response library: Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions
• Enterprise merchant process and procedures: Designing, writing, and publishing procedural and how-to manuals for enterprise merchants using our solutions
• Gen AI content designer: Backup writer for conversational AI platform to create and refine conversational flows for the Gen AI platform, ensuring seamless and personalized customer interactions. Leverages 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, and more!