Customer Education Content Writer

Competitive salary + stock options

We're looking for an experienced Customer Education Content Writer to collaborate closely with our Support/Customer Success, Product, Marketing and Community teams to solve customer questions on zeroheight and support the community through informative, empathetic communications. You'll guide customers on how to effectively use our product features, write responses with instructions on how to resolve potential issues, showcase updates through marketing collateral, and help creators leverage our tools to flourish on the platform. You'll also help establish a zeroheight academy within our Help Center.

Why join zeroheight?

We’re building the world’s UX infrastructure and lowering the barrier to creating great user experiences by enabling any company in the world to have a sophisticated design system. We’re allowing companies to design and develop user experiences in a much more systematic way and deliver high quality UX 10x faster.

We've built a design system documentation product people love and thanks to this we've grown through word-of-mouth to 1500+ customers including multiple Fortune 100s. We're the market leader in our category, grew our team by over 4x in 2021 and have the backing of world-class investors like Tribe Capital, Y Combinator and Adobe. But design system documentation is just the beginning... we're now perfectly positioned to become the leader in DesignOps and transform how products are built. That's why we expanded to the Bay Area in 2021 to fulfil our ambition of being a truly global company ? ?

Read more about our team, company perks and mission here.

What will you be doing?

You'll be focused on writing friendly content for the help center about how to use our product, explaining complex concepts simply, and driving projects that address top customer issues. Our help center is a crucial part of our growth strategy and is already touted to be incredibly helpful! We're looking for an experienced writer who's passionate about making people's lives easier.

Establish best practices

This will involve researching, creating and curating content for our best practices site. Alongside your own research you’ll work with customer success managers, design advocates and the product team to establish and document best practices about zeroheight, documentation and design systems. You’ll decide on the most impactful format to deliver this to our customers whether it be through articles, blog posts, videos etc.

Grow knowledge base

You’ll be responsible for maintaining zeroheight’s customer-facing knowledge base. You’ll ensure that customers are educated on how to use zeroheight and that they can easily find the information they are looking for. You’ll work with the product team to document new features as they are released. It will be your responsibility to address gaps in our help center and keep the content up-to-date.

Internal education

You’ll expand our internal design and design system training courses so that team members can quickly get started. To do this you'll gain deep domain knowledge and know as much about design as a designer! You’ll find ways to simplify technical aspects to communicate with non-technical team members.

Key traits

• Technical writing/teaching/documenting – you have 2+ years experience as a technical writer, copywriter or UX writer for a software company. Alternatively you have 1+ years experience teaching design or technical subjects.
• Clear communication – you know how to write for different audiences and how to clearly communicate complex topics. You have an eye for detail and take pride in producing accurate examples and have strong editing skills, making text shorter, friendlier, and easier to understand.
• Quick learner – you have proven experience of rapidly learning complex industries and technologies. You’ll need to get up to speed on all things design systems and know the product inside-out!
• Design skills – you are familiar with a digital design tool such as Figma, Sketch or Adobe CC. For example you have completed an online course, design bootcamp or are looking to move into design as a career.
• Knowledge center experience – Deep knowledge of help centers, FAQs, and self-service content along with passion for user education content. We also want you to be able to use feedback and metrics to improve content quality and prioritize work.
• Based near the Oakland, CA - you’re able to come to our Oakland office at least once every two weeks

Bonus traits

• Video skills – you have experience creating help videos.
• Startup experience – you’ve worked at a fast-growing startup and are comfortable with ambiguity.

Benefits ?

See Perks

Process

1. You apply
2. Hello interview ? (30m, video call)
3. Short take home task ?
4. Skills interview ⚒️ (1h, video call)
5. Founders interview ? (1h, video call)
6. We make a decision quickly and let you know