Technical Writer, Customer Experience

This is a hybrid role based in our Los Angeles or San Francisco office and will require you to be in office Tuesdays and Thursdays. This is also a salaried non-exempt (hourly) role eligible for overtime pay. 

What’s so interesting about this role?

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. If you love to write, enjoy solving problems, and feel energized by helping others, this role will give you plenty of opportunities to significantly contribute. You’ll be able to work closely with a small team, but also collaborate with the larger global support org and with colleagues in other departments. Grindr is growing quickly, and the Customer Experience team is at the heart of it all, working to create an authentic, human, and supportive customer experience.

What’s the job?        

• 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.   

What we'll love about you  

• 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. 

We’ll really swoon if you have 

• Formal study in the fields of writing/communication or 2 years writing experience at a SaaS company.
• Experience working on an online user experience, community management, customer support or customer success team.
• Experience with content moderation or trust and safety.
• Familiarity with dating apps.
• Experience working in a remote or hybrid team environment.
• A deep understanding of the LGBTQ community.
• Fluency in a language in addition to English.
• Experience using Jira, Zendesk, AppFollow, Confluence, Slack.