About the role:
As a Technical Writer and content specialist, you'd be responsible for creating high-quality user-facing documentation that helps our users understand different Wayground tools and better aid their experience of Wayground. You will be the voice of the user and collaborate cross-functionally with Support, Customer Success, Product, and Marketing teams to ideate, create, and curate easy-to-understand and accessible content that helps teachers and students use the Wayground platform in engaging and impactful ways.
What you will do:
- Independently own and maintain the entire Wayground Help Centers, proactively updating documentation to keep pace with rapid product releases and ensuring every article remains accurate, clear, and user-friendly.
- Collaborate extensively with Product Managers, Engineers, Designers, Customer Support, Customer Success, and Sales to gather insights, validate workflows, and ensure documentation reflects real-world use cases and user needs.
- Simplify complex product features into straightforward, structured, and grammatically precise content that can be easily understood by teachers, admins, and district stakeholders.
- Produce highly accessible support materials using diverse media formatsincluding images, GIFs, and videosto support different learning preferences and reduce cognitive load.
- Apply UX research insights and user-preferred terminology to shape documentation tone, structure, and vocabulary, ensuring content aligns with how users naturally think and interact with the product.
- Demonstrate strong ownership by proactively coordinating with multiple teams to track product changes, ensuring documentation is updated even when information is not readily surfaced
Who you are:
- Working knowledge of Google Suite, video editing tools, and Zendesk/Freshdesk.
- You carry an understanding of SEO best practices and conversational-cum-formal tone of writing.
- 2-5 years of experience in a similar role.
- Demonstrated ability in articulating complex workflows that reach novice and expert end-users.
- Strong interpersonal skills: the ability to curate and synthesize information from different sources/stakeholders and deliver content in a timely manner.
- Ability to self-start and independently work, as well as work with a team.
- Have a degree in Communications or a certificate in Technical Writing.
- Superior command of English with strong editing, grammar, and clarity skills.
- Experience in technical writing or support content creation.
- Ability to manage a large, evolving documentation set independently.
- Comfort working across multiple product teams and handling ambiguous specs.
