Later is the enterprise leader in social media and influencer marketing software, services, and data, trusted by leading brands and agencies worldwide. Following our acquisition of Mavely, the Everyday Influencer Platform®, Later enables brands to scale creator partnerships from nano to premium influencers while managing social media content and campaigns across all major social and affiliate networks. Through proprietary performance data, marketing leaders can drive attributable sales and optimize social commerce with our software platform or award-winning services.
Later is founded on two success stories that began in 2014: Mavrck, the industry-leading influencer marketing solution (now Later Influence™), and Later, the best social media management platform (now Later Social™) and first-to-market link in bio tool, Later Link in Bio. In 2024, Mavrck and Later officially joined together as one unified business, with a shared vision: to enable the world to make a living with their creativity.
We’re trusted by the top social platforms, with partnerships and integrations with Meta, TikTok, LinkedIn, YouTube, and Pinterest.
We enable marketers to create high-performing content and engage in authentic collaborations with creators to reach new audiences, drive engagement, and generate predictable ROI.
About this position:
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 be doing:
Strategy:
- Organize, streamline, and audit Help Center content regularly to eliminate duplication, improve structure, and enhance discoverability.
- Leverage analytics and user behavior data to inform a continuous content optimization strategy that supports both self-service effectiveness and product adoption.
- Create and deliver regular performance reports that highlight key insights, trends, and areas for improvement across Help Center and Chatbot experiences.
- Apply a strategic, 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 and information to Later’s diverse user base.
- Keep Help Center and Chatbot content accurate and up-to-date as Later’s products evolve.
- Develop and manage custom Chatbot conversation flows for a variety of support scenarios, enhancing automation while preserving a helpful user experience.
- Conduct regular testing of Chatbot functionality to identify friction points and continuously refine AI training inputs using improved Help Center content.
- Use analytics tools to track and report on Help Center and Chatbot performance, identifying usage patterns, content gaps, and opportunities for enhancement.
- Use project management tools and skills to maintain Help Center and Chatbot content to ensure scalability and consistency.
Team / Collaboration
- Work cross-functionally with Support, Product, Lifecycle Marketing, Engineering, and other teams to align on feature launches, content updates, and messaging best practices.
- Manage and prioritize content requests from internal teams based on business impact, customer need, and resource availability.
- Facilitate feedback loops with Customer Facing teams through surveys, focus groups, or interviews to gather insights and improve documentation and chatbot flows.
Leadership:
- Opportunities may arise to mentor peers, lead cross-functional content initiatives, or contribute to strategic planning.
Research/Best Practices
- Write clear, accessible documentation that follows Later’s style guide and content principles.
- Maintain consistent tone, style, and structure throughout Help Center and Chatbot experiences.
- Use clear, concise writing and plain language that improves readability and helps users find answers quickly.
- Stay informed on trends in UX writing, AI-driven support tools, and self-service strategy to continually evolve documentation practices and maintain industry relevance.
We are committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. If you identify with any of the following, we encourage you to apply!
- 1 year of experience in technical writing or similar customer-focused writing field
- Proven track record of clear, concise, high-quality writing
- Knowledge of HTML & CSS and Google Analytics 4; Nice-to-haves: Knowledge of Figma, Zendesk Guide, and Zendesk Ultimate AI bots
How you work:
- You’re proactive and results-driven, always taking initiative, aligning your actions with company goals, and delivering consistent outcomes.
- Strategic and forward-thinking, you balance immediate needs with long-term opportunities to drive impactful, innovative results.
- Your curiosity fuels success, keeping you sharp on industry trends, competition, and our cross-functional business dynamics.
- Adaptable and resourceful, you handle shifting priorities with ease, manage your time effectively, and know when to ask for support.
- You share insights to help the team stay ahead and make informed decisions.
- You bring positivity and resilience to every challenge, tackling obstacles with grit and optimism that inspires those around you.
- You lead with emotional intelligence, building trust, supporting others, encouraging growth, and fostering strong relationships through empathy and collaboration.
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
#LI-Hybrid
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.
Top Skills
Later (later.com) Boston, Massachusetts, USA Office
53 State St, Boston, Massachusetts, United States, 02109
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