Technical Writer

Summary

Join Later as a Technical Writer and ensure our user-facing Help Centers and AI-powered Chatbot remain current, clear, and effective. You will be responsible for organizing, streamlining, and auditing Help Center content, leveraging analytics to optimize content strategy, and creating performance reports. Your technical responsibilities include creating user-focused Help Center content, keeping it up-to-date, developing Chatbot conversation flows, and conducting regular testing. Collaboration with cross-functional teams is key, as is managing content requests and facilitating feedback loops. Leadership opportunities may arise, and you will maintain consistent tone and style while staying informed on industry trends. This role requires a proactive and results-driven individual who is strategic, curious, adaptable, and collaborative.

Requirements

• 1 year of experience in technical writing or similar customer-focused writing field
• Proven track record of clear, concise, high-quality writing
• Knowledge of HTML & CSS and Google Analytics 4

Responsibilities

• Organize, streamline, and audit Help Center content regularly to eliminate duplication, improve structure, and enhance discoverability
• Leverage analytics and user behavior data to inform a continuous content optimization strategy that supports both self-service effectiveness and product adoption
• Create and deliver regular performance reports that highlight key insights, trends, and areas for improvement across Help Center and Chatbot experiences
• Apply a strategic, data-driven mindset to align content initiatives with business goals and customer success outcomes
• Create clear, user-focused Help Center content that explains product features and information to Later’s diverse user base
• Keep Help Center and Chatbot content accurate and up-to-date as Later’s products evolve
• Develop and manage custom Chatbot conversation flows for a variety of support scenarios, enhancing automation while preserving a helpful user experience
• Conduct regular testing of Chatbot functionality to identify friction points and continuously refine AI training inputs using improved Help Center content
• Use analytics tools to track and report on Help Center and Chatbot performance, identifying usage patterns, content gaps, and opportunities for enhancement
• Use project management tools and skills to maintain Help Center and Chatbot content to ensure scalability and consistency
• Work cross-functionally with Support, Product, Lifecycle Marketing, Engineering, and other teams to align on feature launches, content updates, and messaging best practices
• Manage and prioritize content requests from internal teams based on business impact, customer need, and resource availability
• Facilitate feedback loops with Customer Facing teams through surveys, focus groups, or interviews to gather insights and improve documentation and chatbot flows
• Opportunities may arise to mentor peers, lead cross-functional content initiatives, or contribute to strategic planning
• Write clear, accessible documentation that follows Later’s style guide and content principles
• Maintain consistent tone, style, and structure throughout Help Center and Chatbot experiences
• Use clear, concise writing and plain language that improves readability and helps users find answers quickly
• Stay informed on trends in UX writing, AI-driven support tools, and self-service strategy to continually evolve documentation practices and maintain industry relevance

Preferred Qualifications

Knowledge of Figma, Zendesk Guide, and Zendesk Ultimate AI bots

Benefits

• We take a market-based & data-driven approach to compensation
• We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope
• We evaluate compensation bi-annually, including performance and market-related factors
• Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting
• Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only
• To comply with local legislation and ensure transparency, we share salary ranges on all job postings
• Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted
• Additionally, all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package
• $ 65,000- 80,000 USD