Job Post

Technical Writer

Drift
222 Berkeley St., 6th Floor
Boston, MA 02116

At Drift we are customer-centric to our core. Fun fact, our logo is a group of people surrounding a customer. We believe in doing things that dont scale and strive to provide an out of this world customer experience in SaaS.

The goal of the Customer Advocate Team is to be the voice of our customers and drive change. As an education specialist, you will be focused on learning the customers voice - what questions they have and how they best learn - and then taking that information to drive change and improve our knowledge base.

What youll be doing on the team:

In one month you'll

  • Attend training to learn the Drift story, how we work, and our goals for the future
  • Learn how Drift works and why our customers use it
  • Have 1:1 meetings with your direct manager and meet with other key players
  • Shadow colleagues, learn best practices for what makes Drift Customers successful
  • Interview customers on how they use our documentation
  • Establish the daily/weekly/monthly routine for creating, improving and measuring performance of content

By month 3 you'll

  • Continue to master your knowledge of the Drift product and have a deep understanding of how our customers use Drift to achieve their goals
  • Create, revise, and maintain all customer facing articles in the knowledge base in service of your content goals
  • Collaborate with other content owners (video, blog, social) to produce and share the information the customer is looking for in the formats of their preference
  • Develop a system with the product team to proactively deliver content before engineering releases new features
  • Work with customers daily to understand how they are using documentation
    • Conduct user testing sessions on most read documentation to understand challenges
    • Talk to customers as they onboard to see how they are using documentation

By month 6 you'll

  • Master an ever-changing product as fast, if not faster, than the company is growing
  • Synthesize customer interactions and internal Drift processes to define and implement a content strategy that educates our customers on our product
  • Take on API documentation and community work as needed
  • Relate customer feedback to product and use it to improve customer documentation
  • Be consistently hitting and exceeding your content goals
  • Bring your thinking, strategy and ideas to your cross-functional teams to provide best-in-class customer experience for Drift education
  • Work with your manager to identify a plan of continued growth

About you and what types of skills youll need:

If what you just read excites and describes you, wed love to talk to you. We are looking for people who can challenge, inspire and motivate us to make amazing things happen for our customers. We have a strong preference for:

  • 1-3 years of experience in technical writing and managing content
  • You are comfortable with or interested in teaching yourself HTML, Javascript, and UX principles
  • You WANT to learn from and teach our customers every day
  • You are a fantastic writer and communicator - you communicate in different styles/tones, you have impeccable spelling and grammar, you are able to effectively communicate with both technical and non technical people, you have already been re-writing this job description as you are reading it
  • You are excited by technology and staying on top of ever-changing industry trends
  • You are curious, motivated, and driven by new challenges
  • You are a team player. You are very comfortable asking for help and always ready to help others
  • You are excited by constant change and maintain order in a fast and fascinating environment

Dont bother applying if any of these things are true about you:

  • Youre afraid to get your hands dirty (really)
  • Youre afraid to carry the water (Listen to this episode of Seeking Wisdom)
  • You dont have a bias for action having a goal and setting small actionable items daily to achieve it

About Drift

Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA

Category: Customer Success
Full-time

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