Location: Helsinki, Commitment Full-time, Team Service Operations
We are looking for a Technical Writer to join our Service Operations team in Helsinki. In this new role, you will own our Knowledge Base used by the most advanced online advertisers globally.
At Smartly.io, we decided to put customer support right at the heart of our product and service. Staying close to our customers helps us understand their challenges and needs, which allows us to build a product and service that solves their problems and bottlenecks.
As a Technical Writer, you have the opportunity to make a tremendous impact on the usability of our Knowledge Base and automation of our customer work by elevating the quality, structure and consistency of our customer support articles. Our knowledge base is hosted on Zendesk guide and currently contains 450+ instructional articles and videos related to the Smartly.io application. You’ll collaborate with 20+ contributors from our product development teams to ensure we are able to deliver the best customer experience and we believe good wording is an integral part of this.
To contribute to the customer support, we expect you to create engaging content that motivates our customers to see the value our different product features have to offer and understand how to make the best use of them. You’ll harmonize the tone of voice and execute necessary rewrites to make the content more digestible and actionable. You’ll anticipate questions and give them well-thought answers, while also figuring out how content could be automatically recommended for the users. You have the freedom to execute the way you see delivers the best results as our company culture embraces Taking Ownership and Working Smartly.
>> Learn more about our company culture and how we work at smartly.io/culturehandbook
The recruiting process is an opportunity for both you and us to see if we're made for each other. The process takes typically 2-3 weeks from start to end.
STEP 1 - Introductory calls with our People team and your potential team lead
STEP 2 - Case assignment related to the role of Technical Writer
STEP 3 - Role interview where you discuss your case assignment, the role and your passions with your potential team lead and a team member
STEP 4 - Smartly.io demo simulation where you need to convince us to start a trial with theSmartly.io tool - This is part of every recruitment process at Smartly.io, to stay close to the product and customers and to get to understand what our business is about!
STEP 5 - Final discussion with leadership team member
Who we are
Smartly.io is a fast-growing team of 350+ Humble Hungry Hunters. We are building a B2B SaaS product to fully automate and optimize online marketing at scale for the largest advertisers. We are a global company with 40 nationalities and footholds in 16 cities, serving 600+ brands, including eBay, Uber, and Skyscanner.
We are on a mission to make online advertising easy, efficient, and enjoyable across all major platforms. Easy as in automated, efficient as in constantly driving performance, and enjoyable through the best user experience and service in the market. We do this by combining creative automation, ad operations, and outstanding customer service to help brands scale their results – not headcount.
Great people choose us and stay with us because they like our company culture and how we tackle challenges of huge scale at speed. Learn more about how we work at smartly.io/culturehandbook.
Some things we're proud of:
- 94% of Smartlies recommend the company as a great place to work.
- 4.9/5 stars on Glassdoor.
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