Offer summary

Qualifications:

2+ years of experience in technical writing, UX writing, or product documentation., Full professional proficiency in Spanish and English., Experience with on-page SEO writing and comfortable with markup/markdown., Strong empathy and curiosity about user needs and terminology..

Key responsabilities:

Writing clear and concise support articles from various sources.

Collaborating with cross-functional teams to ensure consistent messaging.

Monitoring content performance and providing actionable insights for improvement.

Leading the migration of knowledge base content to a new platform.

Job description

Role Details

Contract Duration: Permanent
Training Schedule: Monday - Friday, hours to be determined
Work Schedule: Monday - Friday, hours to be determined
Work Type and Location: Romania, remote
Expected Start Date: March 20th, 2025

About The Role

One of our software community partners is looking for a remote technical writer to help us provide high-quality knowledge base articles to 30 million visitors each month. That’s a lot of visitors. Well, you’ll be teaming up with the content manager and an awesome community of 200+ volunteers and engineers to help Firefox users find answers.

If you meet the qualifications below and are a fan of free and open-source web browsers, have an innate desire to help people, and enjoy a bit (sometimes, a lot) of puzzle-solving, please apply.

You’ll Be...

Writing clear, concise, and conversational support articles based on information from scattered sources (i.e. support forum threads, bug requests, Trello cards, emails, etc.)
Reviewing article submissions from the community
Recommending information architecture to organize, structure, and label content in an effective and sustainable way to help users find information and complete tasks
Writing templated responses for our contributors and support staff to use when responding to users
Collaborating with marketing, editorial, content design, and PR on consistent messaging across the partner’s products and features
Communicating and collaborating with our contributor community to create and enrich articles and templated responses with their experiences and insights
Editing articles to adhere to SEO guidelines and user-friendliness
Monitoring content performance and user feedback and providing actionable insights to improve the customer experience
Having full professional proficiency in Spanish and English to help localize our Spanish support content and build our community contributors for Spanish
Flagging and/or updating articles that are over four months old
Covering for the content manager during sick days or vacation days
Proactively audit and update content for various products
Lead the migration of knowledge base content to a new platform, ensuring content integrity and accessibility
Overhaul knowledge base content, anticipating and adapting to extensive changes
Initiate research and exploration into the integration of AI-driven tools for content generation and updates.
Participate in projects focused on reducing cognitive load and enhancing the readability of knowledge base content
Help address PR issues and provide coordinated localization efforts for significant changes and announcements.
Collaborate closely with cross-functional teams, including engineers and PR management, to develop and deliver high-quality content.
Help address PR issues and provide coordinated localization efforts for significant changes and announcements.

What you bring to the table

2+ years of experience with technical writing, UX writing or writing software or product documentation for end-users
Experience working remotely with engineers and support teams, or teams that work closely with end-users
Experience with on-page SEO writing
Comfortable working with markup/markdown
Organized and detail-oriented
Must be able to work on weekdays.
Strong empathy and curiosity about what users are having trouble with and what terms they’re using to express them.
Bonus: Knowledge of best practices for online publishing
Bonus: Knowledge of wiki markup
Bonus: Experience with a foreign language (preferably Spanish, German, or Indonesian.)

What We Provide

Ability to live almost anywhere in the world!
- Preferred locations: SPS, TGU, ZA or RO
Full-time with the potential for overtime if requested by the Partner
Competitive compensation based on experience
Attractive benefits package including medical, dental, and vision options depending on location
Paid sabbatical leave
Access to free posture-based fitness workouts from home
Training opportunities provided by PartnerHero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.

Read more about our Core Values and story here.

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