Senior Help Center Content Writer

About the Team

The Scaled Customer Experience team provides value at scale for all of our users and customers through well-crafted learning experiences, campaigns, and resources to ensure their success. We use digital, live, and on-demand methods to connect Miro customers to the best practices that will help them build the next big thing. Our team combines the best of automated, experiment-driven digital connection with innovative learning content that delivers both substance and delight directly to our users.

About the Role

As a key strategic member of our Help Center function within the Scaled Customer Experience team, you will work directly with our enterprise product, marketing, and development partners to support the documentation, release, and information motion for our administrators and users. You’ll own projects and initiatives to drive improvements across the Help Center for our technical and IT personas, using data and industry best practices to generate and measure the effectiveness of content around key topics like privacy, security, provisioning, integrations, and more. You’ll have the opportunity to influence content and surface strategies as a scaled customer education initiative owner.

What you’ll do

• Work directly with the enterprise product and marketing teams as a lead technical writer for the Help Center, collaboratively building effective release motions and executing on key releases by creating and publishing articles and experiences to inform our admins and technical users
• Partner on key strategic scaled customer experience projects related to ticket deflection, operational improvements, and improved enterprise communication for our admins and users
• Work directly with teams like Product and Marketing to represent our features and capabilities effectively, influencing messaging and driving better customer experiences
• Lead trend analysis activities to highlight key areas of improvement of our Help Center, proactively identifying and recommending opportunities for our shared customer experience backlog and share customer feedback directly with our product teams

What you’ll need

• At least 6+ years of experience writing technical and help center documentation for  customers with a specific focus on technical personas; internal experience welcome if technical proficiency can be demonstrated. Customer support backgrounds preferred
• Experience owning content areas and a portfolio that demonstrates the ability to maintain, edit, and optimize articles and experiences within standard help center platforms and management systems like Zendesk, Freshdesk, Helpjuice, HubSpot Service Hub, etc.
• Experience collecting, analyzing, and forming data-based recommendations for Help Center, process, and service improvements
• Excellent technical writing skills with a focus on clarity, conciseness, and adherence to information architecture principles without losing accuracy or depth
• An attention to detail and focus on speed to produce product updates and edits for articles at high quality for a high-volume SaaS environment
• The ability to self-manage projects and build deep, collaborative partnerships while maintaining timely progress, updates, and handling risk mitigation as it arises

What's in it for you

• Competitive equity package
• Medical insurance coverage
• Lunch, snacks and drinks provided in the office
• Wellbeing benefit and WFH equipment allowance
• Annual learning and development allowance to grow your skills and career
• Travel allowance for your commute
• Opportunity to work for a globally diverse team
• Inspiring workplace in the heart of Amsterdam

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 60M users worldwide, including 99% of the Fortune 100. Miro was founded in 2011 and currently has more than 1,800 employees in 12 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

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