Technical Writer

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you're a close but not exact match with the description, we hope you'll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.
Technical writers create product documentation and other educational resources for the Klaviyo customer base. The Product Documentation team's mission is to support and enable our customers with clear, concise, and actionable guidance on how to use Klaviyo to grow their businesses, so you'll be playing a foundational role in helping both Klaviyo and its customers achieve their goals.
As a technical writer at Klaviyo, you'll cultivate a deep understanding of our product and customers' needs, and translate that into content that drives outcomes. You'll be part of the Product Documentation team and report to the Senior Manager of Product & Developer Documentation. A successful candidate has a strong background in customer success and understands how to translate complex concepts into digestible, easy-to-follow content. You know how to troubleshoot customer issues and generate solutions that allow customers to self-serve. Please note that this is a hybrid role and requires 3 days/week in our Boston office. Fully remote candidates will not be considered at this time.
Who You Are:
You bring a customer-first mindset to everything you do. You have excellent overall writing skills in a number of different styles/tones, and impeccable spelling and grammar. You have a passion for learning and an ability to take complex information and turn it into engaging, easy-to-understand instructions. You deeply enjoy helping customers achieve their business goals by creating content that makes an impact. You are fluent in software/technology and have experience using an online CMS.
What You'll Do:

• Own the overall content strategy for your respective areas of the product documentation. You'll identify when content needs to be refreshed, determine when new content needs to be created, and pioneer new ways to simplify complicated topics.
• Manage the end-to-end documentation process for feature launches. You'll work closely with the Product team to prepare the documentation for all feature launches, large and small. This may also require you to collaborate cross-functionally with other departments, including success engineering, product marketing, and more.
• Identify content gaps. You'll hone your research and interview skills to identify documentation needs by working with internal stakeholders, customers, and conducting independent data analysis.
• Write and publish content. You'll produce a variety of content, including (but not limited to) how-to articles and long-form tutorials that teach customers how to use various elements of the product together to achieve business outcomes.
• Monitor performance. You'll leverage team reporting dashboards to measure the performance of your content-what's resonating, what's reducing support tickets, what has a high CSAT rating-and use that data to make recommendations about what content we should create.

Getting Started / Key Outcomes
In your first 30 days, you'll have:

• Come up to speed on our audience, market, product, and company
• Reviewed at least 10 customer conversations (support tickets, recorded interviews, community threads, etc.)
• Created and published at least 1 net new article on the help center

Within 90 days, you'll have:

• Become an expert on Klaviyo's style guide and documentation templates
• Become an expert on your product areas of ownership
• Established a content calendar for your work

In the first year, you'll have:

• Helped grow the base of customers using our Help Center
• Measurably reduced support tickets in your areas of ownership
• Hit team output and quality targets

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.
Base Pay Range For US Locations:
$60,000 - $90,000 USD
Get to Know Klaviyo
We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.
Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
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