The Global Documentation Team empowers success for internal teams and customers through enablement and documentation. We aim to carry out this mission by creating and maintaining a Help Center and Internal Knowledge Base with clear, informative, up-to-date, and supportive content to deflect tickets, reduce churn, improve self-service, and establish trust.
As a Technical Writer, you will play an integral part in educating ActiveCampaign’s customer base. In collaboration with our Customer Operations team, you will work to ensure all aspects of our documentation are meticulously up-to-date based on AI-surfaced feedback. You will work closely with the Localization team so the repository of articles is continuously translated for consumption by a global customer base.
This position will be specifically aligned with our Customer Ops team to support our ongoing AI efforts. This role will act as the direct point of contact for any Help Center or Internal Knowledge Base needs to be related to as resulting from our AI toolset. This may include article updates, audits, creation, and more.
What your day could consist of:
- Write and edit high-quality end-user documentation for our Help Center
- Establish alignment with Customer Ops to specifically address Help Center and Internal Knowledge Base needs related to our AI efforts
- Collaborate with stakeholders and internal teams to create, edit, and update documentation
- Adhere to the Help Center style guide to ensure that all technical content is consistent in style, tone, and personality
- Continuously revise and improve existing technical content by incorporating feedback from internal teams and customers
- Work closely with Customer Ops to ensure the quality and accuracy of the content
- Assist with content audits
What is needed:
- Previous experience in a writing or customer-facing role at a Saas company
- Previous experience with working with translation or localization companies
- Experience working with a remote team
- Experience using Zendesk Guide and JIRA
- Self-driven, adaptable, and proven record of working independently and in collaborative environments.
- Ability to accept and act on feedback, embrace learning new technical knowledge, and deliver high-quality work ahead of deadlines.
- Excellent communication and project management skills, and an understanding of the importance of clear, concise language in technical documentation
