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Technical Writer – Training Content Specialist
Location
United States
Posted
107 days ago
Salary
0
Seniority
Mid Level
Job Description
Technical Writer – Training Content Specialist
Hauler Hero
• Maintain and expand Hauler Hero’s Help Center content in Intercom to ensure articles and videos are accurate, complete, and customer-friendly. • Develop customer-facing product training materials including video tutorials, walkthroughs, and feature overviews using Loom. • Create clear, easy-to-follow documentation that helps customers troubleshoot, adopt new features, and get value from the platform faster. • Use Figma to create visuals, annotated screenshots, and diagrams that enhance written documentation and video content. • Translate technical details from Product and Engineering into customer-ready materials and release notes. • Partner with Customer Success to identify knowledge gaps and proactively create resources to address them. • Partner with Implementation to ensure Implementation Associates have materials to provide customers in onboarding high-quality training materials specific to their use cases. • Work with QA and Product to document new releases, validation steps, and test outcomes. • Organize and manage internal documentation in Notion so teams have access to consistent, up-to-date information. • Monitor feedback from customers and internal teams to continuously improve clarity, tone, and coverage of documentation. • Identify opportunities to leverage AI for scaling customer education, documentation updates, or translation support while ensuring accuracy and brand alignment. • Occasionally assist with customer support coverage during busy periods and to ensure first-hand understanding of customer needs and pain points.
Job Requirements
- 2–4 years of experience in technical writing, customer training, or SaaS documentation.
- Strong writing and communication skills with a focus on customer understanding.
- Experience maintaining content in Intercom or similar customer help center platforms.
- Skilled with Loom for producing short video tutorials and product walkthroughs.
- Familiar with Notion, Google Workspace, and other collaboration tools.
- Comfortable partnering with Product, QA, and Customer Success to gather and translate technical information.
- Proficient in Figma for creating visual aids and structured layouts for documentation (Nice to Have).
- Experience creating customer enablement content for SaaS or logistics platforms (Nice to Have).
Benefits
- Opportunity to build a customer education program that directly improves adoption, satisfaction, and retention.
- Collaborative, innovative work environment with focus on experimentation and learning.
- Competitive salary and benefits package.
- Career growth opportunities with direct impact on both customer success and internal enablement.
- Remote-first flexibility: work from anywhere with a distributed team across the U.S. and beyond.
- Time off and wellness: flexible PTO, paid holidays, and a culture that prioritizes balance.
- Team connection: virtual events, async collaboration practices, and occasional in-person offsites to keep our fully remote team connected.
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