Job Description

As our Content Writer, you will be the architect of clarity for our customers. Reporting to the Manager of New Product Introductions (NPI), you will bridge the gap between complex products and the user experience. You won’t just document features, you will empower our users to master our platform independently while also developing clear and engaging content to support campaigns and communications for our existing customers.

Your goal is to build a self-service culture where customers feel supported by our documentation before they ever feel the need to contact support. You are the voice of structure and content. You are joining a team that values empathy and is actively investing in making the customer experience frictionless. You have a seat at the table to decide what "great" looks like.

What You’ll Do

• Create the Groundwork: Define the standards, style guides, and structural frameworks for external customer documentation.
• Customer-Centric Content: Translate technical capabilities into clear, action-oriented resources that support user goals and workflows, while aligning messaging with broader product positioning and go-to-market efforts.
• Internal Knowledge Management: Support cross-functional teams by structuring and styling content to ensure consistency across the organization. 
• Platform Ownership: Manage and publish content directly within Salesforce, ensuring it integrates seamlessly with our self-service initiatives.
• Cross-Functional Collaboration: Partner with Product, Services, Marketing and Sales teams to capture knowledge early in the product lifecycle or enhance the materials provided based on real world feedback.
• Persona-Driven Strategy: Serve as the focal point for product content strategy by identifying key user personas, understanding their business workflows, and defining the content experiences needed to support them effectively.

What You Bring

• The "User First" Lens: A proven ability to anticipate customer questions and simplify complex processes into "digestible" steps.
• Content Architecture: Experience building documentation structures from scratch (e.g., tagging, and version control).
• Life Sciences Literacy: The ability to navigate the terminology and regulatory nuances of the life sciences industry, specifically eQMS.
• The "Pioneer" Spirit: You are comfortable with ambiguity and excited about creating a process where one is not formalized.

REQUIREMENTS

Requirements:

• Previous Product Marketing content development, Technical Writing or copywriting experience with 3+ years of experience. 
• Ability to translate complex technical concepts into simple language that is audience aware.
• Experience in developing standards, style guides, and structural frameworks for external customer documentation.
• Exposure to or direct experience in life sciences or adjacent industries, eQMS experience is a plus.
• Previous content development for SaaS applications is a plus.
• Strong written and spoken English skills.
• Comfortable with self direction and ambiguity.

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