As our Senior CX Technical Writer, you will empower our customers to use every aspect of CommentSold’s product portfolio with ease. You will become an expert on all features, create and organize our internal and external documentation, and contribute to the education and adoption of features. You will work closely with team members across multiple departments to create crisp, engaging, and informative content that anticipates customers’ needs and provides straightforward solutions that are easy to follow and digest. This role exists within the Product Marketing team and reports to the Senior Product Marketing Manager.

As we continue to add features and expand products to support our customers, you will produce and organize information in a way that drives the adoption of best practices and platform features. Our product portfolio is complex and varied- as a fullstack retail operations platform, a bolt-on technology, and a marketplace, our features and functionality are evolving on a weekly basis. You will be responsible for ensuring that we keep customers up to date on the latest and greatest our software has to offer, as well as industry best practices and trends, through various forms of documentation.

In this role, you will

• Master the CommentSold, Videeo, and PSL platform - keeping up with product knowledge is key to success in this role
• Be the customer’s champion: You understand the customer’s goals, create content that meets those goals, and advocate on behalf of customers in product development processes
• Work closely with team members to establish and articulate internal and external key messages, and ensure that content is aligned accordingly
• Develop and maintain a style guide, templates, glossary, and product terminology lists
• Ensure content is consistently on-brand and meeting customers' evolving needs
• Monitor published technical communications to ensure effectiveness, continual improvement, and accuracy
• Manage updates and revisions to technical literature
• Support product launches with educational materials
• Own the organizational strategy and upkeep of the help center for all brands
• Create instructional videos 

If you’re right for this role, you

• Have 5+ years experience as a technical writer, preferably in a SaaS environment
• Have a track record of identifying and minimizing gaps in knowledge among a large customer base
• Have experience managing Zendesk help centers
• Have some knowledge of CSS
• Have experience successfully collaborating with stakeholders across various time zones and countries
• Have the ability to skillfully manage and prioritize multiple content requests and timelines
• Have experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity
• Have a love for helping small business owners solve problems
• Can work until at least 3PM EST