Lead Technical Writer, Ada
$124-180k
+ Stock Option Plan
Chatbot AI customer experience solution
Open for applications
Chatbot AI customer experience solution
201-500 employees
Open for applications
$124-180k
+ Stock Option Plan
201-500 employees
Company mission
To repair broken brand interactions and restore the customer experience.
Role
Who you are
- You are a detail-oriented, technically proficient writer who not only excels at creating clear and concise documentation but also enjoys getting hands-on with the product
- You are comfortable using APIs, testing integrations, and working directly within our AI management platform
- You bring a wealth of experience in using Markdown, Git, and other modern documentation tools to create and maintain robust content structures
- At least 5 years of technical writing experience in a technology-focused organization, with a proven track record of producing high-quality content that effectively communicates complex technical concepts
- Hands-on experience working with APIs, testing integrations, and configuring SDKs. You can independently test Ada’s features and validate technical documentation by working directly with the product
- A strong understanding of web technologies like HTML, CSS, and JavaScript. While not a developer role, your ability to read, edit, and create code examples will be crucial for creating documentation and to enhance our documentation framework
- Expertise in using Markdown and familiarity with Git for managing and reviewing documentation, collaborating with engineers, and contributing to code-based documentation projects
- Experience supporting cross-functional teams, understanding complex technical concepts, and delivering content that adds value to both technical and non-technical audiences
- Proven ability to work with various stakeholders and deliver documentation that aligns with product strategy, customer needs, and technical standards
- Self-motivation and a proactive approach to identifying and addressing documentation needs, ensuring that our content remains cutting-edge and highly impactful
- Familiarity with AI and machine learning concepts, or a willingness to quickly learn and adapt these concepts into documentation
What the job involves
- Own Documentation Quality: Maintain and continuously improve the style guide, provide templates and master examples, and ensure the documentation structure is intuitive and easy to navigate
- Create and Update Content: Develop new content based on evolving customer needs, transform older content to align with current goals, and proactively address gaps such as errors and missing information
- Review Content Created by Teams: Serve as a PR reviewer for documentation submitted by Product, Engineering, and other teams. Review release notes, API references, feature documentation, and how-to guides to ensure they meet quality standards and adhere to Ada’s style guide
- Support Cross-Functional Teams: Offer guidance to product teams on best practices for documenting new features, providing support in structuring content and offering feedback on UI copy when needed
- Own and Develop Key Documentation Sections: Manage general sections that span across the product, including overviews, key concepts, security documentation, and API reference materials like versioning, rate limits, and integration guides
- Own the Tool Stack: Oversee the documentation platform, API reference tools, release notes tools, and contribute to automation and process improvement projects around the documentation tooling
- Leverage AI Tools: Integrate AI tools to automate repetitive tasks, streamline content creation, and enhance overall efficiency and content quality. Be comfortable experimenting with new technologies and recommending tools that can optimize the way we manage our documentation pipeline
Our take
More and more, customer interactions are moving online. There is an increasing need for automated solutions to handle high demand and ensure positive customers experiences. Ada is the leading technology provider of Automated Brand Interactions. Its bots rely on artificial intelligence to answer customers’ sales and service questions, empowering companies with digital-first, omnichannel experiences at scale.
The company has automated 2.6 billion brand interactions and supports over 320 brands across the globe including Zoom, Facebook, and Square. Its technology includes a no-code platform, which lends to its popularity. The company has been focused on expanding its product suite and generative AI capabilities as it sets out to optimize all customer experiences across the board.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
- Flexible work schedule
- Digital first, fully remote with WFH budget
- In-house social worker
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
Company values
- Authenticity
- Courage
- Empathy
- Simplicity
Company HQ
Wellington Place, Toronto, ON
Articles
Leadership
Mike Murchison
(CEO)Previously co-founded Nucleus, Atlus, WhatsNext Lab and Volley.
David Hariri
(Designer & Developer)Experience as Developer for Teehan+Lax, and co-founder of Volley.
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