Senior Technical Writer, Trustly
GenAI
CA$80-120k
+ Bonus plans + Stock Options
Secure online banking payments
Job no longer available
Secure online banking payments
501-1000 employees
Job no longer available
CA$80-120k
+ Bonus plans + Stock Options
501-1000 employees
Company mission
To make online bank payments convenient for everyone by connecting consumers and merchants through the bank account, the hub of people’s financial life.
Role
Who you are
- You are a passionate content writer with broad expertise in technical, help & support writing who cares deeply about enabling your customer’s successes
- 5+ years of experience in technical writing and content management in a software environment with experience in conversational design principles and practices; payment experience is an asset
- Experience creating customer help and support content (FAQs, point-of-need help, hover help, guided support, etc.). Experience writing clear documentation and procedural materials
- Experience developing and managing a content taxonomy
- Experience with the unique requirements of B2B and B2C content approaches
- Experience working within collaborative, cross-functional product teams performing audience and task analysis to identify and create content for new product and service offerings
- Adept at creating content that is both human-readable and machine-consumable, enabling efficient knowledge sharing and retrieval across various platforms
- Creative use of visual help (images, workflows, expandable sections of content, video content).Ability to report on outcomes for the content domain, including what data is important, how to visualize the data, and how to tell the story using the content data
- Proven experience prioritizing work and managing stakeholder expectations
- Experience using Salesforce Knowledge is an asset
What the job involves
- As a Senior Technical Writer at Trustly, you will create clear and concise content for a wide range of customers and stakeholder touchpoints in a software environment
- This content will be used to answer questions and guide and train consumers, merchants, and employees on the use and optimization of Trustly solutions
- The role reports to the Senior Director, Client Support, and is accountable for intelligent, engaging, and reusable content across the core areas outlined below
- Customer-facing help and support: Designing, writing, and publishing online self-service and support content for our customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
- Employee knowledge base articles: Creating, updating, and maintaining employee-specific content to detail policies or procedures that enable customer success
- Customer response library: Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions
- Enterprise merchant process and procedures: Designing, writing, and publishing procedural and how-to manuals for enterprise merchants using our solutions
- Gen AI content designer: Backup writer for conversational AI platform to create and refine conversational flows for the Gen AI platform, ensuring seamless and personalized customer interactions. Leverages AI to drive efficiency in content writing as needed
Our take
Trustly is a fintech platform that makes accepting bank transfers for merchants a simple experience, just like taking card payments. Since 2008 the company has grown from three people to over 900, with several offices across Europe and the Americas.
Trustly is a customer of banks, while its customers are merchants who are charged a transaction fee when they receive payments. Thousands of merchants use Trustly, including global players likes Facebook, AT&T, Alibaba, PayPal and TransferWise.
Whilst bank transfers as a payment method are not that common in certain countries (such as the UK), consumers in other geographies prefer to pay via bank transfer - so there is a real need for what Trustly is offering. The company has made significant expansion progress, secured some highly advantageous partnerships and acquired SlimPay in 2024, as it looks to enhance its payment capabilities.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2023
$53m
GROWTH EQUITY VC
Nov 2014
$26.2m
LATE VC
Total funding: $79.2m
Company benefits
- Free breakfast every morning and catered dinner if you need to work late. And happy hour every Friday to celebrate the week
- Each employee gets a generous health allowance, and Trustly Sports Club keeps us active together
- Each month, our teams go on fun outings. Which we’d probably do anyway, even if Trustly didn’t foot the bill!
Company HQ
Vasastan, Stockholm, Stockholm County
Leadership
Carl Wilsson
(Co-Founder & CEO)Obtained a degree in Economics at Stockholm School of Economics before founding Trustly in 2008. Since September 2016, they are the VP of Business Development of Trustly Group AB.
Lukas Gratte
(Co-Founder)Obtained a degree in International Economy at Harvard University, a Master's degree in Engineering physics at KTH Royal Institute of Technology, a second Master's degree in Business Administration and Economics at Stockholm University and co-founded Redbet in 2002.
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