Technical Writer
Austin, TX
Cart.com
Full-time
almost 2 years ago
Job Description:
About Us:
Cart.com is an ecommerce software and services company on a mission to democratize ecommerce and give digital merchants the freedom to grow. We are integrating all the pieces of the ecommerce value chain brands need to thrive, creating a truly end-to-end Ecommerce-as-a-Service platform that helps third party brands move faster, grow more quickly, and deliver on their promises more completely.
Technical writers create critical how-to's, tutorials, product documentation, and other resources for the brands using Cart.com Commerce products.
As a technical writer at Cart, you’ll cultivate an understanding of brands and how their needs grow as they use various products such as Storefront, Multi-channel management, and Feed Management.
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, while reducing friction and improving customer satisfaction.
Responsibilities
How you'll make a difference
OUR CORE VALUES:
These aren’t just buried somewhere in an employee manual. We live and breathe them. They are on the walls and live in our hearts. They come up constantly in conversations and actions. They govern the decisions of the newest hire all the way up to our CEO:
WE ARE OBSESSED WITH BRANDS
We live for brands and are fanatical about their success.
WE THINK BEYOND THE BOX
We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.
WE DON'T GIVE UP
No one expected this to be easy. We are resilient— we dig in and keep going.
WE SPEAK UP
Every person here has an obligation to question norms, voice concerns, and offer their perspective.
WE WORK TOGETHER
We work with integrity and respect, ask for help, and extend the same help to others.
WE ARE HUMAN
Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.
Cart.com is deeply committed to building a diverse and inclusive workplace. We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
#LI[SD1]
Cart.com is an ecommerce software and services company on a mission to democratize ecommerce and give digital merchants the freedom to grow. We are integrating all the pieces of the ecommerce value chain brands need to thrive, creating a truly end-to-end Ecommerce-as-a-Service platform that helps third party brands move faster, grow more quickly, and deliver on their promises more completely.
Technical writers create critical how-to's, tutorials, product documentation, and other resources for the brands using Cart.com Commerce products.
As a technical writer at Cart, you’ll cultivate an understanding of brands and how their needs grow as they use various products such as Storefront, Multi-channel management, and Feed Management.
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, while reducing friction and improving customer satisfaction.
Responsibilities
How you'll make a difference
- Manage the end-to-end documentation process for eCommerce products. You’ll work closely with the Product management, product marketing and delivery teams to prepare implementation and support documentation for all feature launches and update documentation for existing products.
- Identify content gaps and overlaps. Identify the best way to present and publish documentation so brands can find answers quickly and don’t need to view multiple articles to answer a single question.
- Publish content. Produce a variety of content, including but not limited to how-to articles and long-form tutorials to help our customers understand the business and product elements that can be brought together to boost product adoption and deliver success to our brands.
- In your first 30 days you will:
- Come up to speed on our audience, market, and core products
- Speak to 10+ customers
- Re-write and publish 2+ of our top 10 most trafficked help articles
- Understand and incorporate Cart’s brand guidelines into your writing technique
- Within 120 days you will:
- Mastered your understanding of Cart’s style guide and voice to brands
- Re-write and publish 12+ of our most trafficked help articles
- Establish feedback loops with sales, delivery, customer success, and engineering on help articles
- Develop a strategy for consolidating our help articles
- Propose a content strategy based on your understanding of the Product roadmap.
- Helped grow the base of customers using our help center
- Reduced the frequency of inquiries of questions from internal and external stakeholders
- Who you are
- You bring a brand-first mindset to everything you do.
- You have excellent overall writing skills, and impeccable spelling grammar and communication skills
- You have a passion for learning and an ability to take complex and nuanced information and turn it into engaging, easy-to-understand instructions.
- You deeply enjoy helping people have less confusion and find answers faster
- You are fluent in software/Commerce and have experience using an online CMS.
- 4+ years of experience writing technical documentation
- 5 years experience with developing User Manuals and Online Help
- Proven record of completing projects on-time with the right tone and context
- Exceptional verbal and written communications skills
- Experience with B2B user experiences and personas
- Experience in ecommerce products, shopping cart systems, selling online, channel management software, running an online store, Amazon fulfillment, headless commerce APIs
OUR CORE VALUES:
These aren’t just buried somewhere in an employee manual. We live and breathe them. They are on the walls and live in our hearts. They come up constantly in conversations and actions. They govern the decisions of the newest hire all the way up to our CEO:
WE ARE OBSESSED WITH BRANDS
We live for brands and are fanatical about their success.
WE THINK BEYOND THE BOX
We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.
WE DON'T GIVE UP
No one expected this to be easy. We are resilient— we dig in and keep going.
WE SPEAK UP
Every person here has an obligation to question norms, voice concerns, and offer their perspective.
WE WORK TOGETHER
We work with integrity and respect, ask for help, and extend the same help to others.
WE ARE HUMAN
Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.
Cart.com is deeply committed to building a diverse and inclusive workplace. We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
#LI[SD1]