Technical Writer

| Greater Boston Area | Hybrid
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At Drift we are customer-centric to our core. Fun fact, our logo is a group of people surrounding a customer. We believe in doing things that don’t scale and strive to provide an out of this world customer experience in SaaS.

The goal of the Customer Advocate Team is to be the voice of our customers and drive change. As an education specialist, you will be focused on learning the customer’s voice - what questions they have and how they best learn - and then taking that information to drive change and improve our knowledge base.

What you’ll be doing on the team:

In one month you'll

  • Attend training to learn the Drift story, how we work, and our goals for the future
  • Learn how Drift works and why our customers use it
  • Have 1:1 meetings with your direct manager and meet with other key players
  • Shadow colleagues, learn best practices for what makes Drift Customers successful
  • Interview customers on how they use our documentation
  • Establish the daily/weekly/monthly routine for creating, improving and measuring performance of content

By month 3 you'll

  • Continue to master your knowledge of the Drift product and have a deep understanding of how our customers use Drift to achieve their goals
  • Create, revise, and maintain all customer facing articles in the knowledge base in service of your content goals
  • Collaborate with other content owners (video, blog, social) to produce and share the information the customer is looking for in the formats of their preference
  • Develop a system with the product team to proactively deliver content before engineering releases new features
  • Work with customers daily to understand how they are using documentation
    • Conduct user testing sessions on most read documentation to understand challenges
    • Talk to customers as they onboard to see how they are using documentation

By month 6 you'll

  • Master an ever-changing product as fast, if not faster, than the company is growing
  • Synthesize customer interactions and internal Drift processes to define and implement a content strategy that educates our customers on our product
  • Take on API documentation and community work as needed
  • Relate customer feedback to product and use it to improve customer documentation
  • Be consistently hitting and exceeding your content goals
  • Bring your thinking, strategy and ideas to your cross-functional teams to provide best-in-class customer experience for Drift education
  • Work with your manager to identify a plan of continued growth

About you and what types of skills you’ll need:

If what you just read excites and describes you, we’d love to talk to you. We are looking for people who can challenge, inspire and motivate us to make amazing things happen for our customers. We have a strong preference for:

  • 1-3 years of experience in technical writing and managing content
  • You are comfortable with or interested in teaching yourself HTML, Javascript, and UX principles
  • You WANT to learn from and teach our customers every day
  • You are a fantastic writer and communicator - you communicate in different styles/tones, you have impeccable spelling and grammar, you are able to effectively communicate with both technical and non technical people, you have already been re-writing this job description as you are reading it
  • You are excited by technology and staying on top of ever-changing industry trends
  • You are curious, motivated, and driven by new challenges
  • You are a team player. You are very comfortable asking for help and always ready to help others
  • You are excited by constant change and maintain order in a fast and fascinating environment

Don’t bother applying if any of these things are true about you:

  • You’re afraid to get your hands dirty (really)
  • You’re afraid to “carry the water” (Listen to this episode of Seeking Wisdom)
  • You don’t have a bias for action – having a goal and setting small actionable items daily to achieve it

About Drift

Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Our Boston Conversation Space is right in the heart of the Back Bay - this is a place where Drifters can gather and work, connect, eat, teach, learn.

An Insider's view of Drift

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Brit

Director of Learning and Development

What are Drift Perks + Benefits

Drift Benefits Overview

At Drift, we value and are committed to each and every employee. Our goal is to provide an enriching environment where employees are engaged and are proud to be part of the Drift family. We continue to promote a culture of health and wellness, establishing a work environment that promotes a healthy lifestyle, decreases the risk of illness, and enhances your quality of life.

In addition to premium health, dental, and vision plans, we also offer generous PTO, parental leave, 401K matching, wellness perks and discounts, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a subscription to Headspace, and valuable discussions and trainings through our Employee Resource Groups.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
At Drift we have eight different Employee Resource Groups for people of similar backgrounds or interests to promote inclusion.
Hiring practices that promote diversity
We have a recruiter devoted to diversity sourcing to help us reach our diversity related hiring goals.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Mental health benefits
We offer all employees a free subscription to the Headspace meditation app, employee-led yoga and meditation breaks, and have an Employee Resource Group that focuses on mental well-being
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
We have unlimited vacation time, which includes sick days, paid holidays, etc.
Paid volunteer time
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
We offer a home office stipend to all employees, as well as a $100 credit each month towards internet, office supplies, etc.
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks
Personal development training

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