Technical Writer, Grindr

• A passion for creating a human and customized support experience. You’re highly empathetic and are energized by helping others. You have an appreciation of and curiosity about diverse and global perspectives. You love asking questions as well as answering them. You know what great customer support looks like, and hold yourself to those high standards
• A high degree of ownership and confidentiality. Occasionally, you’ll be supporting customers with some difficult and sensitive situations, and you take pride in paying attention to details, finding solutions quickly, and de-escalating issues. You’re unflappable, and have amazing judgment and the ability to recognize and escalate serious issues immediately, knowing when to ask for a second opinion. You’ll follow through until a problem is completely solved. You’re not afraid to advocate for someone when they need help
• Exceptional organizational and interpersonal skills. You’re flexible and feel comfortable in a variety of scenarios: helping a customer, escalating to senior management, or collaborating cross-functionally with a global team. You enjoy collaborating and working in a team environment, but can work independently with little oversight on a day to day basis. You are able to prioritize your work based on volume, SLA, and urgency and juggle a variety of tasks at once
• Excellent communication and writing skills. You’re a highly skilled and confident writer. You are able to convey complex scenarios in a simple and engaging tone for a variety of audiences, with little need for copy editing or input from others. You can write technical internal documentation as well as delicately address sensitive issues to users

Desirable

• As Grindr’s Technical Writer, Customer Experience, you will be able to help millions of LGBTQ+ users around the world find love and connection
• You’ll do this by directly engaging with our users, as well as spending a meaningful amount of your time working on interesting and collaborative projects
• Directly help the Grindr community. You’ll carefully respond to users on a variety of channels, including public-facing (app reviews, Reddit, emails, social media, etc.). You will share responsibility for maintaining our brand reputation through customer interaction, and for keeping our brand voice and tone consistent and appropriate. You’ll address sensitive topics with empathy and understanding
• Research and problem-solve. When a customer identifies a problem, you'll be in charge of determining the scope of it. You’ll raise the alarm for big problems, and validate and document smaller ones
• Write and maintain knowledge base documentation. You’ll create authentic and engaging content for internal and public knowledge bases. You’ll recognize when new content needs to be created based on new product features, feedback from the teams, and changes in procedures or policies. You’ll also create, edit, and update customer support email templates, making sure they’re in line with our other documentation. You’ll ensure all content is grammatically correct, technically accurate and tonally appropriate, and you’ll make sure the content is translated for our global community
• Collaborate cross-functionally. There are other projects you’ll work on, like organizing and moderating UserVoice entries, or assisting with Voice of the Customer reports. You’ll collaborate with our global support team on a regular basis, ensuring they have what they need to successfully support Grindr’s users. You’ll also work with Product and QA teams, making sure that information is flowing to the company from the users, and back again