SendOwl (https://gainful.io/jobs/xacLqxAVeDU/l/0 hiring a full-time tech writer to create public-facing articles and info-snippets across our help site (https://gainful.io/jobs/xacLqxAVeDU/l/1 and inside our dashboard. Your content will guide creators and merchants in how to use SendOwl functionality and also introduce best practices across our apps.
Self-service is at the core of our support strategy and if a reader does not find an answer to their question, understands how a function works, or is otherwise confused, then our self-service strategy has failed. In other words, why did the reader feel the need to create a ticket? Was the correct information not presented at the correct time, or in the correct place?
Every ticket is an opportunity to improve our localized, contextual info-snippets and improve our longer step-by-step articles.
What is a tech writer?
In our opinion, a tech writer is someone who can take a potentially complex process and, through the art of writing combined with a sprinkling of screenshots and gifs, create an approachable, accessible document that speaks to the reader.
A tech writer is the readers' advocate. You should know what the reader is feeling at the moment they land on the page. Are they frustrated? Motivated? Concerned?
The content you create guides them through to the resolution of their question or concern. It assuages their curiosity. It motivates them to think “I can do this!” and then once they’ve done it, they want more.
This is where you come in.
Working directly with our User Ops lead and our Support lead, you will be at the core of our content creation process that helps creators and merchants sell their digital content, anywhere online.
While you will be working with others and be fully supported, you will primarily work independently. You are trusted. You are respected, and you are part of an amazing team.
You will help create contextual, up-to-date, and accurate content that will be available on all touch points of the SendOwl product and app. Whether it’s the creator or merchant understanding how to productize their content, or the end buyer trying to access their purchased content, SendOwl will be there guiding their progress.
You will become inordinately familiar with the SendOwl product across all our apps and suggest improvements and new ideas on how to offer guidance and support.
What you need to have or need to be.
You need at least 5 years of direct experience in creating public-facing documentation of a technical nature (with 4 or 5 of those years within the last 5 or 6 years).
You will need experience of working in small teams. A wonderful part of working in a small team is that you are always part of the solution and part of the outcome.
You will need to be curious or, as I call it, a nerd. Don’t know what an API is? Go and find out.
You must be based in North America and able to work normal US business hours (please, if you are not based in North America then we will not be able to hire you).
You’re a tech writer so you should have extraordinary writing skills. You should also be able to advocate for yourself and your readers. We are a small team and we want your input!
100% remote work can be tough but it can also be liberating. Want to work outside? Do it. Want a quick chat? Ping the team. Being independent does not mean being alone.
We’ve got a lot going on. We take personal responsibility for our part of the workload. You will need to do the same.
A bit about what we can offer:
Unlimited PTO/sick days. It’s *not* just a policy, we want people to take vacations. Just align with the team first.
A sensible work/life balance. Our general approach is to work ~8/hrs day. That gives you a chance to do what you love outside of work, which means you'll come back the next day refreshed and effective. We do sometimes get caught up in the excitement of a new feature launch, however a culture of always-on long hours benefits nobody.
IMPORTANT NOTE: please make sure to apply by sending an email to job-xacLqxAVeDU@gainful.io with the subject line "Tech Writer" to ensure we see your application. Thanks.