The Role
In this role, you'll shape the future of help and training at Addepar, reimagining how clients and employees learn about our products and services. You'll work with Product, Support, and Services teams to create and refine a library of guides, how-to articles, and more. You’ll research, author, edit, proofread, format, and publish the content following Addepar’s style guidelines.
Our Help Center is in an exciting growth stage, undergoing a redesign and scaling up to support Addepar’s multi-product platform. Our ideal candidate is a strong technical writer and editor with a keen eye for detail. You promote innovation, strategic decision-making, and thoughtful risk-taking. You’re eager to join our team, roll up your sleeves, and do great work.
You’ll report to the Content Design Manager for the Help Center.
What You’ll Do
- Develop a deep understanding of our users, products, and unique challenges.
- Write clear, easy-to-follow help articles and guides.
- Manage and prioritize incoming requests for new articles and updates.
- Partner with SMEs to determine the best flow and structure of your content.
- Facilitate productive meetings and working sessions.
- Run content reviews at key milestones, and participate in peer content reviews.
- Audit existing articles for out-of-date information, typos, and broken links.
- Track article engagement and address user feedback.
- Recommend new ways of grouping, classifying, and labeling help content.
- Learn and gain expertise in our design and operational tools.
- Help evolve the voice and tone of self-guided support.
Who You Are
- 2+ years of technical writing experience.
- An inspiring portfolio that showcases how you approach help content. Must include writing samples.
- Fantastic writing (American English), editing, and proofreading skills.
- Familiar with design systems and editorial style guides.
- Familiar with Figma, Zendesk, Confluence, and Jira.
- Experience working with or in a customer support organization is a huge plus.
- Able to work independently, communicating across multiple time zones.
- High emotional intelligence. People enjoy working with you!
