Junior Technical Writer

The Team

At Deliveroo, we are customer-obsessed. Providing great customer experiences every time is a key part of Deliveroo’s mission to become the definitive food company! We currently cover eleven markets across Europe, the Middle East, and South East Asia. The Marketplace Support team is responsible for 100% of the live order interactions with Deliveroo’s consumers, riders and restaurant partners, as well as much of the back office support for riders and restaurants.

The Role

The Junior Technical Writer will be responsible for transforming our existing knowledge base content into well-structured, clear, and concise documentation that will be used to train and support our chatbot. This role requires excellent organisational skills, and the ability to convey complex information in an easily understandable format. You will need to ensure that all support documentation is comprehensive, clear and concise, to deliver the best Customer and agent experience at Deliveroo. Whilst working to tight deadlines, you will need to champion the agent and customer experience to ensure we provide best in class content.

What you’ll be doing

• Converting existing knowledge base content into documentation ensuring clarity, accuracy, and consistency
• Create, update, and maintain comprehensive documentation that will be used to train and support our chatbot
• Organise content logically and coherently, making it easy for users to navigate and understand
• Review and edit content to ensure it meets our quality standards and is free of errors
• Work closely with the chatbot development team to ensure the documentation aligns with the chatbot's functionality and user needs
• Gather feedback from stakeholders and users to continuously improve the documentation
• CreatIng and developing support content, including but not limited to process documentation, agent facing knowledge base content, and training content
• Conducting regular reviews of Knowledge Base content and customer facing copy to ensure we deliver a best in class experience for our customer care agents, consumers, riders, and restaurants

Requirements

• Proven experience in technical writing or a related field is desirable
• Excellent written and verbal communication skills
• Strong attention to detail and organisational skills
• Proficiency in using Google Docs and other documentation tools
• Ability to understand and convey complex technical information in a clear and concise manner
• Experience working with chatbots or AI-driven applications is a plus
• Ability to work independently and manage multiple tasks simultaneously

Why Deliveroo?

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.