Technical Writer

Summary

Join Kustomer, a leading conversational CRM platform, as a Technical Writer to create end-user documentation for our platform. You will enrich our knowledge base, communicate new product releases, and optimize our documentation using AI. Collaborate with product, engineering, marketing, and customer experience teams to ensure content accuracy and completeness. Build user guides for existing and new features, providing data-driven insights on feature complexity and user confusion. Review and edit user instructions and error messages. Kustomer offers competitive salaries, stock options, and benefits including healthcare coverage, 401K, and generous vacation policies (varies by location). We are a remote-friendly company with a strong NYC presence and a commitment to diversity and inclusion.

Requirements

• You possess excellent technical writing skills
• You have experience developing end-user documentation for web-based applications
• You have a working knowledge of standard web technologies (HTML, CSS) and Javascript
• You are capable of using code repositories and command-line interfaces to review source code, extract relevant information, and document APIs effectively
• You have demonstrated success in self-managing your writing projects
• You are experienced at writing content that is easily translatable into other languages
• You are comfortable using AI to optimize your efficiency as a technical writer

Responsibilities

• Creating content for Kustomer’s support center and developer documentation
• Identify areas of opportunity for improving adoption of self-help through improved documentation
• Working with the Product, Marketing, Customer Experience, and Engineering teams to ensure content completeness and accuracy
• Building parts of the Kustomer user guides for existing and new features of the product
• Providing data driven information to product teams about feature complexity, confusion on behalf of users
• Reviewing and editing all user instruction text and error messages in the product

Preferred Qualifications

Bonus points if you have direct experience in the CRM/startup space

Benefits

• 100% healthcare coverage
• 401K
• WiFi and Mobile reimbursement
• Generous vacation policy
• Pension
• Supplemental health insurance
• Other perks