Technical Writer Job at Later Group in Boston

About the role : As a Technical Writer , you’ll ensure Later’s user-facing Help Centers and AI-powered Chatbot stay current, clear, and effective. These self-serve tools are the first lines of support for Later users and internal teams, helping them learn about features, resolve issues, and stay informed. Your work will improve the customer experience, reduce support volume, and deliver consistent, trustworthy information across channels.

What you’ll do : Organize, streamline, and audit Help Center content to eliminate duplication, improve structure, and enhance discoverability.

Use analytics and user behavior data to inform a continuous content optimization strategy that drives both self-service effectiveness and product adoption.

Deliver performance reports highlighting key insights, trends, and areas for improvement.

Apply a data-driven mindset to align content initiatives with business goals and customer success outcomes.

Technical / Execution Create clear, user-focused Help Center content that explains product features in plain language.

Keep Help Center and Chatbot content accurate and up-to-date as products evolve.

Develop and manage Chatbot conversation flows for diverse support scenarios, balancing automation with a helpful experience.

Test Chatbot functionality regularly, identifying friction points and refining AI inputs using updated Help Center content.

Track and report Help Center and Chatbot performance with analytics tools, identifying gaps and opportunities.

Use project management tools to ensure scalability, consistency, and timely updates.

Work cross-functionally with Support, Product, Lifecycle Marketing, and Engineering to align on feature launches and content updates.

Manage and prioritize content requests from internal teams based on business impact and customer needs.

Facilitate feedback loops with customer-facing teams through surveys, interviews, or focus groups to improve documentation and chatbot flows.

Leadership Mentor peers or lead cross-functional content initiatives as opportunities arise.

Contribute to strategic planning for content and self-service support.

Research / Best Practices Write clear, accessible documentation that follows Later’s style guide and content principles.

Maintain consistent tone, style, and structure across Help Center and Chatbot experiences.

Apply UX writing best practices to improve readability and user success.

Stay up to date on trends in UX writing, AI-driven support, and self-service strategies.

What success looks like : Help Center and Chatbot content that is accurate, discoverable, and easy to use.

Improved customer self-service experience and reduced support volume.

Strong adoption of content updates across internal teams and customer touchpoints.

Regular insights delivered through reporting that shape support and content strategy.

Recognition as a trusted partner across teams for content and documentation.

What you bring : 1+ years of experience in technical writing or customer-focused content.

Proven track record of clear, concise, high-quality writing.

Knowledge of HTML & CSS and Google Analytics 4.

Nice-to-haves : Experience with Figma, Zendesk Guide, and Zendesk Ultimate AI bots.

Strong ability to manage multiple requests and prioritize effectively.

Excellent communication skills for both technical and non-technical audiences.

A growth mindset, eager to evolve with tools, trends, and best practices.

How you work : Driven by Impact : You deliver results that matter—prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear.

Strategic & Customer-Centric : You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights.

Curious & Growth-Oriented : You seek knowledge, ask sharp questions, and apply learnings fast—challenging the status quo with a mindset of improvement.

Collaborative & Resilient : You thrive in change by staying resourceful, solution-focused, and positive—removing roadblocks, sharing insights, and keeping morale high.

Accountable & Honest : You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth.

Emotionally Intelligent : You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity.

Our approach to compensation : We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.

Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission / variable) while for others it is structured as Salary only.

To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted.

Additionally, all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package.

Salary range : $65,000 – $80,000 USD

Where we work : We have offices in Boston, MA; Vancouver, BC; Chicago, IL; and Vancouver, WA. For select positions, we are open to hiring fully remote candidates. We post our positions in the location(s) where we are open to having the successful candidate be located.

Diversity, inclusion, and accessibility : At Later, we are committed to fostering a culture rooted in an inclusion-first mindset at every level of the company, embracing the importance of hiring and building teams for culture add rather than culture fit . We openly build and maintain unbiased hiring, pay, and promotion practices to create a foundation for an equitable workplace, paving the way for systemic change.

We are committed to creating a Diverse environment and are proud to be an equal opportunity employer . All applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, national origin, disability, or age. Please let us know if you require any accommodations or support during the recruitment process.

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