Senior Technical Writer

TL;DR

Senior Technical Writer: Creating and improving help content for hirify.global products with an accent on customer needs, internal feedback, and efficiency. Focus on optimizing content using data and analytics, and ensuring customers find answers through various platforms including AI search.

Location: Remote from an approved US State or from the NYC Headquarters office

Salary: $66,000 - $119,000 USD

Company

hirify.global is a design-driven platform helping entrepreneurs build brands and businesses online, empowering millions of customers in more than 200 countries and territories with tools for websites, domains, ecommerce, and marketing.

What you will do

• Write and refine help guides, explaining complex concepts and steps in clear and accessible language.
• Specialize in content focused on supporting service sellers, including storefront design and transaction management.
• Optimize content based on data and analytics, industry best practices, and internal feedback.
• Build relationships with stakeholders and SMEs across Product teams, Product Support, and Product Marketing.
• Collaborate with cross-functional teams to deliver a seamless customer experience for the growing service seller customer base.
• Support company initiatives impacting customer success and business outcomes through help content strategy, and evolve the voice of hirify.global Customer Operations.

Requirements

• 3+ years creating help center/support content.
• Experience building and executing content strategy for complex new product areas.
• Comfortable checking your ego at the door; open to feedback from multiple stakeholders to make content perfect.
• Experience using metrics to guide strategic, data-driven content decisions.
• Experience with help/documentation CMS, project management, and bug-tracking software (i.e., Zendesk, Confluence, Jira).
• Experience using GenAI tools in content development.
• Comfortable working in basic HTML.

Nice to have

• A focus in eCommerce, web publishing, payment processing, marketing, or course creation is highly desirable.
• Experience in frontline customer support.

Culture & Benefits

• Choice between medical plans with an option for 100% covered premiums including medical, dental, and vision.
• Flexible paid time off and 12 weeks paid parental leave and family care leave.
• Retirement benefits with employer match.
• $100 per month remote stipend.
• Education reimbursement and employee donation match to community organizations.