Technical Writer - Customer Success
Company
Location
London, England, United Kingdom
Posted At
1/10/2025
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Description
Department: Customer Success
Employment Type: Full Time
Location: Zinc - London
Reporting To: Vicky, Customer Experience Lead
Compensation: £35,000 - £40,000 / year
Description
⚡️The role of Technical Writer is all about transforming complex, technical information into clear, actionable content that drives real impact for both our customers and our internal teams.
Sitting within the Customer Success team (no engineering here! 🙅♂️), you'll take ownership of crafting and structuring knowledge base articles 📚, detailed how-to guides 🛠️, and other essential resources.
You’ll work closely with various teams: Product, Legal, and Customer Support 🤝, to turn technical details into easy-to-understand content that empowers our customers 💡 and helps onboard and train the CS team 📈.
If you’re someone who thrives on simplifying complexity 🔍, loves collaborating across departments 🗣️, and wants to make sure everyone has the knowledge they need to succeed, this role is made for you! 🚀
Key Responsibilities
Create High-Volume Knowledge Base Articles 📚
Write clear, concise, and user-friendly articles on topics such as product features, background checking regulations, and customer support procedures for both customers and internal teams.
Design and Structure Knowledge Base Architecture 🧩
Collaborate with the Customer Experience Lead to design, organise, and optimise the knowledge base structure, ensuring it’s intuitive and easily accessible for customers.
Maximise AI Chatbot Impact 🤖
Work closely with the team to enhance the AI chatbot’s (Fred) functionality by ensuring it pulls relevant and accurate information from the knowledge base to respond to customer queries.
Write Internal How-To Guides 📝
Develop clear and detailed guides on internal processes to help onboard and train the Customer Success team effectively, improving their efficiency and product knowledge.
Collaborate Across Teams 🤝
Partner with teams like Product, Legal, and Support to gather technical information and transform it into easily digestible written content for both internal use and customer-facing resources.
Prioritise Content Creation 🔝
Work with the Customer Experience Lead to identify and prioritise the creation of content that will directly improve customer experience, reduce support inquiries, and support the scalability of the CS team.
Systematise Content Updates 🔄
Implement a systematic approach for regularly reviewing and updating knowledge base articles to ensure all content remains accurate, relevant, and aligned with evolving products and customer needs.
Monitor and Evaluate Knowledge Utilisation 📊
Track the usage of knowledge articles and their effectiveness in resolving customer issues, leveraging data to continuously refine and optimise content to better serve customers and support the CS team.
Support CS Team Scalability and Efficiency 📈
By creating self-service resources and streamlining knowledge sharing, you’ll directly contribute to the scaling of the CS team without relying on individual knowledge, boosting overall team efficiency.
Work Closely with AI to Optimise Knowledge Content 🤖💡
Help maximise the impact of AI tools and systems by refining the content they use to deliver quick and accurate answers, thus improving the speed and quality of customer interactions.
Skills, Knowledge and Expertise
🛠️ Hard Skills
Zendesk Experience: Mastering Zendesk is key to managing and organising our knowledge base, ensuring articles are easily accessible and up-to-date. ⌨️
ChatGPT / Other AI Writing Support: Familiarity with AI writing tools like ChatGPT can accelerate content creation and enhance the quality of written materials. 🤖
Technical and Speedy Writing Skills: The ability to quickly and accurately translate complex technical information into clear, user-friendly content is crucial for this role. 🖋️
🌷 Soft Skills
Cross-Company Collaboration / Listening: Working effectively with teams across the organisation is vital for gathering accurate information and ensuring consistency in content. 🫂
Detail Orientation: A keen eye for detail ensures that all written materials are accurate, clear, and free from errors, maintaining the quality and reliability of the knowledge base. 💅
Tech-Savvy: Being comfortable with various technologies and tools is important for efficiently creating and managing content, as well as staying updated with industry trends. 🛜
Ownership: Taking responsibility for the quality and accuracy of the knowledge base articles demonstrates accountability and a commitment to excellence.
Proactive Approach: Anticipating needs and taking initiative in content creation and updates helps in maintaining a dynamic and effective knowledge base. 🗣️
Benefits 🏞️
What We Offer 🍉
Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring
Employment Type: Full Time
Location: Zinc - London
Reporting To: Vicky, Customer Experience Lead
Compensation: £35,000 - £40,000 / year
Description
⚡️The role of Technical Writer is all about transforming complex, technical information into clear, actionable content that drives real impact for both our customers and our internal teams.
Sitting within the Customer Success team (no engineering here! 🙅♂️), you'll take ownership of crafting and structuring knowledge base articles 📚, detailed how-to guides 🛠️, and other essential resources.
You’ll work closely with various teams: Product, Legal, and Customer Support 🤝, to turn technical details into easy-to-understand content that empowers our customers 💡 and helps onboard and train the CS team 📈.
If you’re someone who thrives on simplifying complexity 🔍, loves collaborating across departments 🗣️, and wants to make sure everyone has the knowledge they need to succeed, this role is made for you! 🚀
Key Responsibilities
Create High-Volume Knowledge Base Articles 📚
Write clear, concise, and user-friendly articles on topics such as product features, background checking regulations, and customer support procedures for both customers and internal teams.
Design and Structure Knowledge Base Architecture 🧩
Collaborate with the Customer Experience Lead to design, organise, and optimise the knowledge base structure, ensuring it’s intuitive and easily accessible for customers.
Maximise AI Chatbot Impact 🤖
Work closely with the team to enhance the AI chatbot’s (Fred) functionality by ensuring it pulls relevant and accurate information from the knowledge base to respond to customer queries.
Write Internal How-To Guides 📝
Develop clear and detailed guides on internal processes to help onboard and train the Customer Success team effectively, improving their efficiency and product knowledge.
Collaborate Across Teams 🤝
Partner with teams like Product, Legal, and Support to gather technical information and transform it into easily digestible written content for both internal use and customer-facing resources.
Prioritise Content Creation 🔝
Work with the Customer Experience Lead to identify and prioritise the creation of content that will directly improve customer experience, reduce support inquiries, and support the scalability of the CS team.
Systematise Content Updates 🔄
Implement a systematic approach for regularly reviewing and updating knowledge base articles to ensure all content remains accurate, relevant, and aligned with evolving products and customer needs.
Monitor and Evaluate Knowledge Utilisation 📊
Track the usage of knowledge articles and their effectiveness in resolving customer issues, leveraging data to continuously refine and optimise content to better serve customers and support the CS team.
Support CS Team Scalability and Efficiency 📈
By creating self-service resources and streamlining knowledge sharing, you’ll directly contribute to the scaling of the CS team without relying on individual knowledge, boosting overall team efficiency.
Work Closely with AI to Optimise Knowledge Content 🤖💡
Help maximise the impact of AI tools and systems by refining the content they use to deliver quick and accurate answers, thus improving the speed and quality of customer interactions.
Skills, Knowledge and Expertise
🛠️ Hard Skills
Zendesk Experience: Mastering Zendesk is key to managing and organising our knowledge base, ensuring articles are easily accessible and up-to-date. ⌨️
ChatGPT / Other AI Writing Support: Familiarity with AI writing tools like ChatGPT can accelerate content creation and enhance the quality of written materials. 🤖
Technical and Speedy Writing Skills: The ability to quickly and accurately translate complex technical information into clear, user-friendly content is crucial for this role. 🖋️
🌷 Soft Skills
Cross-Company Collaboration / Listening: Working effectively with teams across the organisation is vital for gathering accurate information and ensuring consistency in content. 🫂
Detail Orientation: A keen eye for detail ensures that all written materials are accurate, clear, and free from errors, maintaining the quality and reliability of the knowledge base. 💅
Tech-Savvy: Being comfortable with various technologies and tools is important for efficiently creating and managing content, as well as staying updated with industry trends. 🛜
Ownership: Taking responsibility for the quality and accuracy of the knowledge base articles demonstrates accountability and a commitment to excellence.
Proactive Approach: Anticipating needs and taking initiative in content creation and updates helps in maintaining a dynamic and effective knowledge base. 🗣️
Benefits 🏞️
What We Offer 🍉
Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring
- 24 days holiday + Bank Holidays + your birthday off 🎉
- £1200 annual benefits allowance (ThanksBen, from month 2)
- Early finish Fridays (16:00)
- Yearly company retreat to Serbia 🇷🇸🐎🏔️
- Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
- Statutory pension with NEST (3% employer, 5% employee)
- Zinc shares, issued through the EMI Scheme
- Unlimited access to MoreHappi coaching
- Company socials, quarterly team socials Free Monday lunches
- Nursery workplace benefit scheme (Yellownest)
- Option to lease an electric car through Electric Car Scheme
- Celebrated Zinc anniversaries
Advertise with us.
Please contact: hello@huntukvisasponsors.com
Please contact: hello@huntukvisasponsors.com
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