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Trustly is a pioneer in the payments industry with a mission to provide consumers and merchants with a better payment experience. This innovative company is driven by the goal of making ‘Pay by Bank’ the industry standard, offering a smarter alternative to traditional credit and debit card payments. Trustly connects a vast network of 9,000 merchants to 650 million consumers via 12,000 banks across 33 countries, processing over $100 billion annually. With the rapid scaling of operations and a diverse team that encompasses over 30 nationalities, Trustly is structured to foster innovation and collaboration in a remote-first work environment.
The opening for a Senior Technical Writer at Trustly provides a unique opportunity for individuals passionate about creating high-quality content that supports customer success. The role focuses on producing content for various stakeholders, including consumers, merchants, and internal employees, facilitating the understanding and utilization of Trustly’s solutions. This position reports directly to the Senior Director of Client Support, emphasizing the importance of clear communication across various platforms.
The responsibilities of the Senior Technical Writer encompass a range of tasks aimed at developing meaningful content:
Creating customer-facing help and support content: This includes designing, writing, and publishing online resources like FAQs and how-to articles that are essential for customer navigation.
Maintaining the employee knowledge base: It is vital to create and update content regarding company policies and procedures, ensuring that employees have the necessary information to assist customers effectively.
Developing a customer response library: The Senior Technical Writer will ensure that a library of standardized responses for common customer inquiries is available, enhancing the efficiency of customer support interactions.
Designing enterprise process manuals: This involves creating procedural documents for enterprise merchants, guiding them on effectively using Trustly’s services.
Gen AI content designing: The position requires backing up conversational AI platforms by creating and refining content that leads to effective and engaging customer interactions.
Candidates for the Senior Technical Writer position need to bring a robust set of skills:
A minimum of 5 years of experience in technical writing within software environments, along with knowledge of conversational design principles. Experience in the payments sector is an asset.
Proven ability to produce customer help and support content (e.g., FAQs, hover help).
Familiarity with content management and taxonomy development.
Experience working in cross-functional teams and conducting audience analysis to create relevant content.
Capability to create content that balances human readability with machine consumption, facilitating knowledge sharing.
A creative approach to using visual aids, such as workflow diagrams and videos, to enhance content.
Prior effectiveness in reporting content outcomes and visualizing data to narrate content success stories.
Proven organizational skills to prioritize tasks and manage stakeholder expectations.
While specific salary details vary based on factors such as work location, skills, experience, and education, Trustly’s salary ranges for the Senior Technical Writer position are set to reflect competitive compensation across the United States. Recruiters will provide more precise salary information during the hiring process, covering the possibilities for additional benefits such as bonuses and stock options.
Trustly boasts a comprehensive benefits package designed to mitigate the challenges associated with remote work while promoting employee well-being and professional growth:
Flexible paid time off policies alongside a generous PTO accrual program.
Extensive medical, dental, and vision insurance options to suit various health needs.
Plans for Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to cover medical and dependent care costs.
Support for home office setup, Internet stipends to stay connected, and 401k or RRSP retirement plan matching.
Generous parental leave policies supporting gender-neutral parental commitments.
At Trustly, the work environment emphasizes diversity, teamwork, and inclusion, cultivating an atmosphere where ideas can blossom freely. Employees can take advantage of a remote-first culture, allowing for enhanced work-life balance while ensuring that everyone feels part of a larger community. The company embraces various forms of diversity and is committed to treating all employees with respect, ensuring hiring and advancement decisions are primarily based on qualifications and merit. Trustly’s goal is to create a workplace where employees not only excel professionally but find fulfillment personally.
If you are a passionate and skilled technical writer looking to make a significant impact in the FinTech industry, Trustly offers a compelling opportunity. With a focus on innovation and customer success, this role enables you to leverage your writing abilities to influence the future of payment solutions while being a part of a global, diverse team.
This job offer was originally published on remotive.com
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
