Technical Writer Training Content Specialist

📋 Description

• • Hauler Hero is revolutionizing the waste hauling industry by providing a powerful, intuitive platform designed to streamline operations, foster stronger customer relationships, and drive business growth for haulers. We are seeking a highly motivated and skilled Technical Writer & Training Content Specialist to join our dynamic team and play a pivotal role in making Hauler Hero accessible and understandable for everyone. This role is central to our customer education strategy, focusing on creating engaging, clear, and comprehensive learning resources that empower both our customers and internal teams to leverage the full potential of our platform.
• • As our Technical Writer & Training Content Specialist, you will be the architect of our customer's learning journey. You will own the Hauler Hero Help Center, transforming it into a go-to resource for all users. This involves not only maintaining existing content but also proactively expanding it with new, insightful articles and engaging video tutorials. Your expertise will be crucial in ensuring that every product update, new feature release, and operational process is clearly documented and supported by up-to-date, easy-to-understand materials.
• • A significant part of your role will involve developing customer-facing product training materials. You will utilize tools like Loom to create concise and effective video tutorials, step-by-step walkthroughs, and feature overviews that cater to diverse learning styles. The goal is to equip our customers, from new users to seasoned operators, with the knowledge and confidence to adopt Hauler Hero seamlessly and derive maximum value from its capabilities.
• • Beyond customer education, you will collaborate closely with our Product, Quality Assurance (QA), and Customer Success teams. This cross-functional partnership is essential for translating complex technical details and product specifications into clear, actionable documentation. You will be responsible for creating internal guides, validation steps for QA, and testing documentation that ensures alignment and keeps our broader team informed about product functionality and performance.
• • Your responsibilities will include:
• • Maintaining and continuously expanding the Hauler Hero Help Center within Intercom, ensuring all articles, FAQs, and video content are accurate, comprehensive, and written with a customer-centric perspective.
• • Developing a robust library of customer-facing training materials, including engaging video tutorials, interactive walkthroughs, and clear feature overviews, primarily using Loom.
• • Crafting clear, concise, and easy-to-follow documentation that empowers customers to troubleshoot effectively, adopt new features rapidly, and maximize their return on investment with the Hauler Hero platform.
• • Utilizing Figma to design and create high-quality visuals, annotated screenshots, and informative diagrams that significantly enhance the clarity and impact of written documentation and video content.
• • Acting as a bridge between technical teams (Product and Engineering) and our users, translating intricate technical concepts into customer-ready materials, including release notes and user guides.
• • Collaborating proactively with the Customer Success team to identify emerging knowledge gaps and to develop targeted resources that address these needs before they become widespread issues.
• • Partnering with the Implementation team to ensure their associates are equipped with high-quality, use-case-specific training materials essential for delivering exceptional onboarding experiences to new customers.
• • Working hand-in-hand with QA and Product teams to meticulously document new releases, define validation steps for testing, and record test outcomes, ensuring product integrity and smooth deployment.
• • Organizing and managing all internal documentation within Notion, creating a centralized, accessible, and consistently updated knowledge base for all Hauler Hero teams.
• • Actively monitoring customer feedback and internal team input to drive continuous improvement in the clarity, tone, and overall coverage of our documentation and training resources.
• • Exploring and identifying opportunities to leverage Artificial Intelligence (AI) technologies to scale customer education efforts, streamline documentation updates, and enhance translation support, all while maintaining accuracy and brand consistency.
• • Providing occasional support to customer service during peak periods, gaining invaluable first-hand insights into customer challenges and pain points, which will inform future content creation.
• • This role offers a unique opportunity to shape the customer education program at Hauler Hero, directly impacting user adoption, customer satisfaction, and overall retention. You will be an integral part of a collaborative and innovative work environment that champions experimentation and continuous learning. If you are passionate about making complex technology simple and empowering users through clear communication, we encourage you to apply.