Technical Writing and Operations Specialist at PartnerHero

The Role

• One of our software community partners is looking for a remote technical writer to help us provide high-quality knowledge base articles to 30 million visitors each month. That’s a lot of visitors. Well, you’ll be teaming up with the content manager and an awesome community of 200+ volunteers and engineers to help Firefox users find answers.
• If you meet the qualifications below and are a fan of free and open-source web browsers, have an innate desire to help people, and enjoy a bit (sometimes, a lot) of puzzle-solving, please apply.

What You’ll Do:

• Writing clear, concise, and conversational support articles based on information from scattered sources (i.e. support forum threads, bug requests, Trello cards, emails, etc.)
• Reviewing article submissions from the community
• Recommending information architecture to organize, structure, and label content in an effective and sustainable way to help users find information and complete tasks
• Writing templated responses for our contributors and support staff to use when responding to users
• Collaborating with marketing, editorial, content design, and PR on consistent messaging across the partner’s products and features
• Communicating and collaborating with our contributor community to create and enrich articles and templated responses with their experiences and insights
• Editing articles to adhere to SEO guidelines and user-friendliness
• Monitoring content performance and user feedback and providing actionable insights to improve the customer experience
• Having full professional proficiency in Spanish and English to help localize our Spanish support content and build our community contributors for Spanish
• Flagging and/or updating articles that are over four months old
• Covering for the content manager during sick days or vacation days
• Proactively audit and update content for various products
• Lead the migration of knowledge base content to a new platform, ensuring content integrity and accessibility
• Overhaul knowledge base content, anticipating and adapting to extensive changes
• Initiate research and exploration into the integration of AI-driven tools for content generation and updates.
• Participate in projects focused on reducing cognitive load and enhancing the readability of knowledge base content
• Help address PR issues and provide coordinated localization efforts for significant changes and announcements. 
• Collaborate closely with cross-functional teams, including engineers and PR management, to develop and deliver high-quality content. 
• Help address PR issues and provide coordinated localization efforts for significant changes and announcements. 
• Initiate research and exploration into the integration of AI-driven tools for content generation and updates.

What We Expect From You:

• 2+ years of experience with technical writing, UX writing or writing software or product documentation for end-users
• Experience working remotely with engineers and support teams, or teams that work closely with end-users
• Experience with on-page SEO writing
• Comfortable working with markup/markdown
• Organized and detail-oriented
• Must be able to work on weekdays.
• Strong empathy and curiosity about what users are having trouble with and what terms they’re using to express them.
• Bonus: Knowledge of best practices for online publishing
• Bonus: Knowledge of wiki markup
• Bonus: Experience with a foreign language (preferably Spanish, German, or Indonesian.)