Technical Writer, Support Operations

| Seattle
The Role
You’re passionate about technical writing and understand how important strong documentation is to the customer experience. You’re a talented writer and can translate technical details into clear, everyday language that our customers can understand. You act as the customer advocate, thinking about what the customer needs to know as a new user, and what they need as they become more advanced. You’re able to come up with a cohesive strategy and see the big picture. 
You will partner closely with various functions across Support and our internal partners to help us scale and streamline operations. You will own existing processes and systems supporting the end to end execution of your programs, drive improvement, and support definition of future requirements. You’ll be part of the team that’s shaping the operational strategy for Outreach.
About The Team
When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Customer Success team is at the core of Outreach. We focus on driving real business impact for customers, not just supporting the technical specs of our product. We're one of the largest teams at Outreach and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win.

Your Daily Adventures Will Include:

  • Working with internal teams to define and prioritize support documentation requirements
  • Developing templates that provide a consistent format for use across the team
  • Owning user interface copy for Knowledge Base content, collaboratively working with cross-departmental teams to review, restructure, and identify gaps in the existing customer-facing Knowledge Base.
  • Producing conceptual, how-to, and reference documentation for employees and customers alike
  • Defining usage metrics and using a data-driven approach to prioritize and drive improvements for the Knowledge Base
  • Managing updates and revisions to existing documentation through the creation and implementation of a 90 day governance process
  • Helping define the Outreach support community, creating a process for how the support team engages with our customers in the community. 

Basic Qualifications

  • 5+ years of relevant experience such as project administration/coordination, customer support, or technical support
  • Bachelor’s degree
  • Strong written and verbal communication skills
  • Admin Experience with Zendesk Guide
  • Strong interpersonal skills
  • Highly adaptable and ability to thrive in a fast-paced and priority-driven environment
  • Excellent time management, prioritization and organizational skills
  • Strong attention to detail
  • Self-starter, proactive and solutions oriented
  • Ability to work well independently and on a matrixed team
  • Excellent follow-up and customer service skills
  • Strong analytical and problem-solving skills
  • Aptitude to learn the Outreach product
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

  • Technology or startup company experience
  • SaaS experience
  • Experience with project management tools
  • Experience with the technologies we use, including Outreach, Gmail, Jira, Zendesk, and Slack
  • Knowledge of internal knowledge base structures and a strong understanding of customer communities

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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