Technical Writer, Customer Education

Why is this position open Channable’s product offering is broad, complex, and always improving. Across our five modules, new features and improvements are made every day. Over the last two years, the Customer Education team has focused on supporting the Product and Engineering teams by creating comprehensive product documentation and Academy courses for each major release, ensuring our customers understand our products, onboard themselves, and get to value faster. Now we’re looking for a Technical Writer to help us further develop and improve our educational materials, representing and reflecting the voice of the customer. Channable sits between eCommerce tools like Shopify and channels like Google Shopping. When Shopify changes its API or Google updates its product feed rules, our integrations change, and our docs need to follow. As a Technical Writer, you'll learn to track those changes and turn them into accurate help content our customers rely on. We also get a lot of feedback, tips and ideas from our customers and our knowledgeable customer-facing colleagues in the Support, CS, and Sales departments. You will investigate, centralize, write and publish this internal knowledge to our Help Center and Academy. The Customer Education team is composed of a Team Lead, Academy Program Manager, Technical Content Designer, Technical Writer, and Motion Graphic Designer. Your role - Write, edit, and fact-check product documentation in the Help Center. - Write, edit, and fact-check courses in the Academy. - Review product updates and feedback from customer-facing colleagues, and update documentation to reflect changes. - Work with Technical Writers and Technical Content Designers to adapt and improve your writing style, in line with our Style Guide. - Collaborate with subject matter experts from Product, Engineering, Customer Support, Customer Success, and more to learn about specific concepts.