About Returnly

At Returnly we help brands that care about shopper loyalty offer better product returns. We are a financial technology services company that builds award-winning products that drive repurchase behaviour and customer loyalty. We’re backed by smart money VCs in Fintech including some prominent members of the Paypal Mafia. Our headquarters are in San Francisco and we have offices in Chicago and Madrid. We are on a mission to de-risk online commerce and are building a team of amazingly talented people to help us do it.

About the role

At Returnly, we value you as a whole person. We care about the skill set you bring to the table, but more importantly, we care about the kind of person you are, and the culture and attitude you bring to the table. As a Technical Content Writer, you will apply your writing and technical skills to create compelling content that shows merchants how they can use Returnly to give shoppers a great return experience. You will report to the Enablement and Education Manager, which sits within the Customer Success Department. 

Customer Success at Returnly

The Customer Success Team at Returnly works to support customers in a multitude of ways after they sign with us. From onboarding and technical support to ongoing education and success guidance, we ensure that at every stage of their journey, they have a delightful experience. The Customer Success Team also closes the loop between our customers and our product teams, ensuring that feedback is passed along and that our product continues to evolve and better serve everyone involved.

What you'll do:

• An ability to quickly grasp technical concepts and translate them into clear, easy-to-understand content
• Transform drafted content into simple, polished, and useful information to both customers and internal teams 
• Design, write, and update user guides, developer documentation, API references and more 
• Continuously improve the user and developer experience by creating and iterating on world-class technical content
• Develop an extensive working knowledge of Returnly products, services, best practices, and implementation strategies for a broad range of use cases and customer goals. 
• Research, write, and ensure the accuracy of content that covers current and future releases of our product, while keeping existing material up to date
• Analyze current product documentation to determine usability and make improvements as indicated
• Accurately prioritize documentation, from the layout of content on a page to finding its accurate place in the entire documentation taxonomy, with search optimization in mind
• Collaborate with Product, Marketing, Customer Success, and Customer Support departments to identify gaps in documentation
• Produce technical and best practice documents to enable teams internally, and for our customer facing Knowledge Center

About you:

• Bachelor's degree or equivalent required.
• 3+ years documenting sophisticated technologies, SaaS platforms, and their processes. 
• Ability to break down complex technical subjects and present them in an approachable way for different audiences - including translating technical jargon into plain language
• Knowledgeable about eCommerce concepts and terms considered a plus
• The ability to self-manage your day-to-day tasks with minimal guidance
• Strong project management skills; able to hit deadlines for multiple projects at a time
• Ability to learn highly technical products quickly, using pre-release software and internal documentation as a point of reference
• Mastery of the tools of the technical writer and editor: consistent voice, straightforward and lively style, understanding of the rules of grammar and usage
• Experience working with Zendesk (or equivalent) and Atlassian tools (Confluence, JIRA) preferred

Our values:

Diversity - We are diverse, independent thinkers and still one team with one mission.

Openness and empathy - We learn and grow by listening to our customers and each other.

Integrity - We always do what’s right for our customers, Returnly and ourselves - in that order.

Team - EQ is as important as IQ. We make time to help each other out.

Commitment - We are curious and fearless. We own risk, outcomes and everything in between.