Technical Writer, Hootsuite
CA$59.2-83k
Social media management tool
Open for applications
Social media management tool
1001+ employees
Open for applications
CA$59.2-83k
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Bachelors’ degree in any discipline plus 2-5 years experience in a customer service, documentation, or knowledge management role or equivalent combination of education and/or experience
- Experience working in an operational support environment and/or SaaS environment is preferred
- Proven experience working with Confluence, Madcap Flare, or other content authoring software, basic knowledge of HTML and CSS; demonstrated ability to create clear and easy to read content
- Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Accountability: Holds self and others accountable to meet commitments
- Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
- Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Decision Making: Consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
- Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
- Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected
What the job involves
- We’re looking for a Technical Writer to write, edit, and curate the content in our internal Customer Support knowledge base and external Help Center, as needed
- Reporting to the Director, Customer Support Enablement, you’ll be working with the Customer Support and Product teams to assess content needs and ensure that users can easily access the information they need to provide the best customer experience and that customers can easily find the information they need
- Develop and deliver Knowledge Base publishing training to Customer Support teams on an as needed basis
- Leverage usage data to improve content so as to provide increasingly relevant and usable content
- Support the development of modern and on-brand writing standards, processes and workflows for external Help Center and internal Knowledge Base content
- Create new content based on incoming requests as well as proactive collaboration with Product and Customer Support
- Work closely with our Customer Support Training Specialists, Enablement Strategist, and Technical Writers to ensure alignment across training materials and Help Center content
- Collaborate with Product teams to build required internal and external content for product releases and updates as needed
- Coordinate with Customer Support leadership to remove barriers to content usage and adoption
- Perform other related duties as assigned
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 25 million customers, and used by staff at over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, it managed to rework its priorities to get back on course. For example, its acquisitions of Sparkcentral and Talkwalker allowed the company to expand into customer service and integrate AI, respectively.
Hootsuite's offering nowadays supplies businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence. Unfortunately, the company once again laid off staff during 2025, stating an investment in its future where decisions are made faster and ownership is clear.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
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