Technical Writer, Customer Education

🚂 About Pulley

Pulley’s mission is to make it easier for anyone to start a company. We believe more founders should exist — and they should spend their time building, not managing the complexity of equity. Pulley helps founders understand, operate, and optimize their ownership from day one.

We’re a high-performing, product-driven team building the next generation of equity and business management tools in an AI-native world. Over 4,000 companies rely on us today, including Linear, Runway, Fathom, and Roam. Our growth has been entirely organic, and we’re scaling the team to meet accelerating demand.

🌟 About the role

Pulley is investing in Customer Education as a core part of our scaled CX strategy. As our product surface area expands, customers need clear, accurate, and accessible guidance—not 1:1 support—to get value quickly.

This role is our first dedicated Technical Writer for Customer Education. You’ll build the foundation of our Help Center, onboarding guides, and product documentation. Your work will directly reduce support load, accelerate customer time-to-value, and give thousands of founders the ability to help themselves.

🛠 What You'll Do:

• Create and maintain high-quality articles, guides, FAQs, and troubleshooting flows
• Interview product managers, engineers, and support agents to extract accurate information
• Translate complex workflows into clear, step-by-step user guidance
• Standardize the content voice, structure, and formatting across all customer education assets
• Build a documentation process aligned with release cycles and CX needs
• Monitor Support trends and proactively expand the Help Center
• Ensure all content is accurate, up-to-date, and aligned with our product and messaging
• Improve onboarding paths through better written guides and clarity-first documentation

🔥 What You'll Own:

• The Help Center: structure, content, clarity, and ongoing maintenance
• All user-facing product documentation, including how-to guides and troubleshooting articles
• Onboarding content: getting-started guides, setup workflows, and training kits
• Clear and concise release notes for every product update
• Collaboration with Product and CX on in-app guidance, tooltips, and UI copy
• This is a pure writing and documentation role—not instructional design, not UX writing, not customer success.

⭐ What Success Looks Like:

• Customers can answer 60–70 percent of common questions through the Help Center
• Support volume for repetitive “how do I…?” questions decreases
• Every major feature ships with clean, accurate documentation
• CX, Product, and Support rely on the documentation as the single source of truth
• The Help Center is structured, searchable, and consistent—no orphaned or outdated content

🙌 What You Bring

• Have 2+ years of experience writing user-facing documentation for SaaS products
• Write with clarity, precision, and strong editorial discipline
• Can quickly understand complex software and break it down simply
• Enjoy talking to subject matter experts to learn what’s changing and why
• Have strong organization and project management habits
• Approach documentation from the user’s perspective, not the product’s
• Care deeply about “getting it right”—accuracy, consistency, and completeness

✨ Nice to have

• Experience in a growing B2B SaaS environment
• Familiarity with support operations or customer education teams
• Ability to create basic visuals or diagrams to accompany documentation
• Knowledge of style guides, content frameworks, or structured documentation systems
• Light familiarity with equity, cap tables, or startup operations (not required)

✨ Why work at Pulley?

Shape the next chapter. Our product has real traction and a strong foundation, but we’re early enough that your leadership will meaningfully influence our product, customer experience, and go-to-market strategy.

Empower founders. Managing equity shouldn’t get in the way of building a company. You’ll help founders focus on what matters most — turning ideas into reality.

Work with a high-performing and passionate team. We’re thoughtful about creating a team that is excited about building a great company together. Here are our operating principles:

• Principles over playbooks - Understand the why.
• Moment