Technical Writing and Operations Specialist

Role Details

Contract Duration: Permanent
Training Schedule: Monday - Friday, 3:00 pm - 12:00 am (Romania time)
Work Schedule: Monday - Friday, 3:00 pm - 12:00 am (Romania time)
Work Type and Location: Romania, remote
Expected Start Date: March 20th, 2025

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

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.

What You’ll Do:

• 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 We Expect From You:

• 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 You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].