Technical Writer, Pulley

• Have 2+ years of experience writing user-facing documentation for SaaS products
• Write with clarity, precision, and strong editorial discipline
• Can quickly understand complex software and break it down simply
• Enjoy talking to subject matter experts to learn what’s changing and why
• Have strong organization and project management habits
• Approach documentation from the user’s perspective, not the product’s
• Care deeply about “getting it right”—accuracy, consistency, and completeness

Desirable

• Pulley is investing in Customer Education as a core part of our scaled CX strategy
• As our product surface area expands, customers need clear, accurate, and accessible guidance—not 1:1 support—to get value quickly
• This role is our first dedicated Technical Writer for Customer Education
• You’ll build the foundation of our Help Center, onboarding guides, and product documentation
• Your work will directly reduce support load, accelerate customer time-to-value, and give thousands of founders the ability to help themselves
• Create and maintain high-quality articles, guides, FAQs, and troubleshooting flows
• Interview product managers, engineers, and support agents to extract accurate information
• Translate complex workflows into clear, step-by-step user guidance
• Standardize the content voice, structure, and formatting across all customer education assets
• Build a documentation process aligned with release cycles and CX needs
• Monitor Support trends and proactively expand the Help Center
• Ensure all content is accurate, up-to-date, and aligned with our product and messaging
• Improve onboarding paths through better written guides and clarity-first documentation
• The Help Center: structure, content, clarity, and ongoing maintenance
• All user-facing product documentation, including how-to guides and troubleshooting articles
• Onboarding content: getting-started guides, setup workflows, and training kits
• Clear and concise release notes for every product update
• Collaboration with Product and CX on in-app guidance, tooltips, and UI copy
• This is a pure writing and documentation role—not instructional design, not UX writing, not customer success
• ⭐ What Success Looks Like:
• Customers can answer 60–70 percent of common questions through the Help Center
• Support volume for repetitive “how do I…?” questions decreases
• Every major feature ships with clean, accurate documentation
• CX, Product, and Support rely on the documentation as the single source of truth
• The Help Center is structured, searchable, and consistent—no orphaned or outdated content