Technical writers create product documentation and other educational resources for the Klaviyo customer base. The Product Documentation team’s mission is to support and enable our customers with clear, concise, and actionable guidance on how to use Klaviyo to grow their businesses, so you’ll be playing a foundational role in helping both Klaviyo and its customers achieve their goals.  

As a technical writer at Klaviyo, you’ll cultivate a deep understanding of our product and customers’ needs, and translate that into content that drives outcomes. You’ll be part of the Product Documentation team and report to the Senior Manager of Product & Developer Documentation. A successful candidate has a strong background in customer success and understands how to translate complex concepts into digestible, easy-to-follow content. You know how to troubleshoot customer issues and generate solutions that allow customers to self-serve. Please note that this is a hybrid role and requires 3 days/week in our Boston office. Fully remote candidates will not be considered at this time. 

Who You Are:

You bring a customer-first mindset to everything you do. You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar. You have a passion for learning and an ability to take complex information and turn it into engaging, easy-to-understand instructions. You deeply enjoy helping customers achieve their business goals by creating content that makes an impact. You are fluent in software/technology and have experience using an online CMS.

What You’ll Do:

• Own the overall content strategy for your respective areas of the product documentation. You’ll identify when content needs to be refreshed, determine when new content needs to be created, and pioneer new ways to simplify complicated topics. 
• Manage the end-to-end documentation process for feature launches. You’ll work closely with the Product team to prepare the documentation for all feature launches, large and small. This may also require you to collaborate cross-functionally with other departments, including success engineering, product marketing, and more.
• Identify content gaps. You’ll hone your research and interview skills to identify documentation needs by working with internal stakeholders, customers, and conducting independent data analysis.
• Write and publish content. You’ll produce a variety of content, including (but not limited to) how-to articles and long-form tutorials that teach customers how to use various elements of the product together to achieve business outcomes.
• Monitor performance. You’ll leverage team reporting dashboards to measure the performance of your content—what’s resonating, what’s reducing support tickets, what has a high CSAT rating—and use that data to make recommendations about what content we should create.

Getting Started / Key Outcomes

In your first 30 days, you’ll have:

• Come up to speed on our audience, market, product, and company
• Reviewed at least 10 customer conversations (support tickets, recorded interviews, community threads, etc.)
• Created and published at least 1 net new article on the help center

Within 90 days, you’ll have:

• Become an expert on Klaviyo’s style guide and documentation templates
• Become an expert on your product areas of ownership
• Established a content calendar for your work

In the first year, you’ll have:

• Helped grow the base of customers using our Help Center
• Measurably reduced support tickets in your areas of ownership
• Hit team output and quality targets