Technical Writer

📋 Description

• • Own the end-to-end documentation lifecycle for Polly’s cloud-native mortgage capital markets platform, translating complex product, pricing, and eligibility (PPE) logic into crisp, user-centric guides, release notes, API references, and knowledge-base articles that empower both internal teams and external lender customers.
• • Partner daily with Product Managers, Engineers, and Operations to gather, dissect, and organize process flows across internal systems and the Polly platform—turning dense technical requirements into step-by-step playbooks that accelerate onboarding and reduce support tickets.
• • Maintain a living library of documentation that evolves in lock-step with our two-week agile sprints; version, publish, and socialize updates so every stakeholder has the latest truth at their fingertips.
• • Establish and evangelize documentation standards, templates, and style guides that raise clarity, consistency, and brand voice across all touchpoints—from UI microcopy to multi-page implementation manuals.
• • Champion continuous improvement by measuring content effectiveness (page views, time-to-resolution, NPS feedback) and iterating on structure, visuals, and tone to drive measurable reductions in customer effort.
• • Act as the bridge between highly regulated capital-markets domain experts and end-users who need actionable guidance; distill compliance requirements into plain language that keeps lenders audit-ready.
• • Produce multimedia assets—diagrams, annotated screenshots, short videos, and interactive walkthroughs—that cater to varied learning styles and accelerate feature adoption.
• • Contribute to cross-functional “docs-as-code” initiatives: write in Markdown, manage Git-based workflows, and integrate with our CI/CD pipeline so documentation ships alongside every release.
• • Influence product direction by surfacing recurring friction points uncovered during documentation reviews, turning user empathy into backlog items that enhance the overall customer experience.
• • Present documentation roadmaps and KPIs to leadership, demonstrating how high-quality content directly correlates to faster sales cycles, higher retention, and increased expansion revenue.
• • Mentor junior writers or interns as the team scales, instilling best practices in information architecture, plain language, and agile collaboration.
• • Stay ahead of fintech and SaaS industry trends—experimenting with new tools (AI-assisted writing, interactive docs, in-app help) to keep Polly at the forefront of technical communication excellence.