Who You Are
You love the moment a lightbulb goes off for a customer—and you’re all about creating more of them. Swoogo is on the hunt for a Technical Writer who’s passionate about helping users feel confident, informed, and empowered. Whether it’s a crystal-clear how-to article, an intuitive onboarding flow, or rolling out in-app product education, you believe education should be seamless—and even delightful.
You don’t see product education as a support add-on—it’s core to the customer experience. You know a well-placed tooltip can spark adoption, and a well-structured help article can save a customer’s day. You’re obsessed with clarity, structure, and creating content that meets customers exactly where they are.
You’ll work closely with our incredible Support team, Product Marketing, and Product Management to make sure customers always feel supported and informed. We prioritize human-centered communication that builds confidence and trust—and you know how to bring that to life across multiple channels.
This role reports to the Director of Product Enablement and sits at the intersection of product knowledge, customer insight, and educational content. You’ll play a key part in making sure our customers don’t just use Swoogo—they love using it.
About the Role In this role, you will:
- Own and manage Swoogo’s Help Center, ensuring content is accurate, organized, searchable, and continuously improved.
- Write, edit, and publish support articles, FAQs, and guides that make technical workflows easy for customers to understand.
- Manage Swoogo’s in-app education tool (Appcues), creating onboarding flows, tooltips, release announcements, and product walkthroughs that drive adoption.
- Collaborate with Product Managers and Support to translate technical details into customer-friendly content.
- Develop and maintain content standards, voice, and style guidelines for support and education resources.
- Analyze Help Center and Appcues data to identify gaps in customer understanding and proactively address them.
- Establish a ticket deflection strategy working alongside our Support team.
- Collect feedback from Customer Success, Support, and customers themselves to evolve educational resources.
- Establish operational metrics ex: self-serve ratio.
- Establish a ticket deflection strategy working alongside our Support team.
What You’ve Done Before - 3–5 years of experience in technical writing, customer education, or product enablement in a SaaS or technology environment.
- Proven ability to write and edit clear, customer-friendly documentation.
- Experience managing a knowledge base or Help Center platform (e.g., Zendesk, Intercom, Help Scout, or similar).
- Familiarity with in-app education or onboarding tools (Appcues, Pendo, WalkMe, or equivalent).
- Strong organizational skills—you love structuring content so it’s intuitive and easy to navigate.
- Excellent communication skills; you can adapt tone and format depending on the audience and channel.
- Comfort collaborating with cross-functional teams in a fast-paced environment.
- Ability to use analytics and engagement data to improve content strategy.
It’d Be Great if You’ve Done This - Experience in SaaS, martech, or event tech.
- Familiarity with accessibility best practices and content design principles.
- Basic HTML/CSS or Markdown knowledge for formatting Help Center content.
- Hands-on experience with product launches or customer onboarding programs.
Swoogo & How We Work Learn more about Swoogo, how we work, and our Perks & Benefits.