דרושים Experienced Technical Content Writer ב-Yotpo ב-Bulgaria, Sofia

As a Technical Writer for Loyalty & Referrals, you will work collaboratively with developers, product managers, customer support, and other stakeholders to make our products easier to understand and use. Your primary responsibility will be to produce comprehensive and user-friendly documentation, including release notes, how-to articles, FAQs, and more. You will also help design and maintain the organization and layout of our Help Center, ensuring that content is accurate, consistent, and easily accessible.

What you’ll do:

• Collaborate with product managers, engineers, customer support, and marketing teams to gain an in-depth understanding of the product and its documentation requirements.
• Make data-driven decisions to improve the content, identifying knowledge gaps and measuring content effectiveness.
• Produce high-quality documentation, including release notes, installation guides, developer guides, and API guides, while continuously updating and improving these materials.
• Track and monitor changes in the product to ensure documentation is current and accurate.
• Serve as the internal knowledge expert, answering product-related questions on internal channels.

About you:

• Experience: 3+ years of experience in technical writing or documentation roles, preferably within the SaaS industry.
• Communication Skills: Fluent American English speaker with exceptional written and verbal communication skills with the ability to translate complex technical information into clear, concise, and user-friendly documentation.
• Attention to Detail: High level of attention to detail and commitment to producing high-quality work.
• Technical Aptitude: Ability to learn quickly, familiarity with documentation tools and platforms; experience with API documentation is a plus.
• Collaboration: Ability to work cross-functionally with a range of teams and personalities to gather information and feedback.
• Self-Starter: Ability to work independently and collaboratively, managing multiple projects simultaneously under tight deadlines.
• Qualifications: Experience with content management systems, HTML, and markdown; familiarity with tools like Confluence, JIRA, and GitHub is a plus.

Tier 2 is handling escalated inquiries from our global Tier 1 team and are conducting troubleshooting to provide solutions or escalate to our R&D department. This role requires knowledge of web technologies (HTML, CSS, Javascript), SQL. Tier 2 are responsible for training and knowledge writing for our global Tier 1 agents.

What you’ll do:

Working hours: Mon-Fri, 13:00-22:00.
• Handle Tier 2 cases quickly and efficiently
• Create and update knowledge base articles used by Tier 1 agents
• Conduct training sessions for Tier 1 agents
• Act as a focal point for communication with the R&D and product teams
• Act as a knowledge focal point within support
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them

What you need:

• Fluent level of English – a MUST
• 2+ years of experience in Technical Support
• Strong analytical and troubleshooting capabilities
• Experience with SQL and web technologies such as CSS, HTML, Javascript
• Knowledge of API – an advantage
• Ability to communicate effectively with customers via email, chat or via web conferencing calls
• Ability to handle and escalate issues following internal procedures

What we offer:

• Track to success – work in a dynamic organization with ambient and laid-back office atmosphere
• Individualized career development, rewards and recognition.
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Internal mobility program and refer-a-friend program
• Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
• Food vouchers – monthly
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc
• Stocked kitchen and bar.
• Equity in options.

As a Product Content Designer at Yotpo, you’ll be using your writing and storytelling skills to build amazing user experiences for our customers. Your day-to-day will include guiding designers in crafting clear, effective in-product copy. You’ll collaborate with product managers and designers to ensure consistency, clarity, and a cohesive voice across the platform. Your role will include setting content guidelines, providing strategic input on messaging, reviewing and refining copy, and ensuring a seamless user experience through well-crafted language.

You’ll create content for in-product flows, dashboards, navigation, and more.

You’ll create short, instructional texts such as buttons, error messages, tooltips, and form field labels.

Responsibilities:

• Create clear, compelling, and accurate in-product microcopy
• Collaborate with Product Managers, Product Designers, Developers, and other stakeholders
• Guide and support designers in creating clear, compelling, and accurate in-product microcopy.
• Establish and maintain content guidelines to ensure consistency across the product.
• Review, refine, and approve UX copy to enhance clarity and usability.
• Provide feedback and direction to ensure a cohesive and high-quality user experience.
• Manage multiple projects effectively, prioritizing tasks and meeting deadlines.

Requirements:

• Written English at native level
• 3+ years of experience as a UX writer
• Passionate about writing user-focused content and a great eye for detail
• Ability to independently lead a content domain and manage multiple competing priorities in a fast-paced, constantly changing environment
• Familiarity with user experience concepts (advantage)