Job Summary
We're a successful UK-based B2B SaaS company seeking an experienced Technical Writer to be our Technical Comms Specialist and completely overhaul our customer support documentation, both written and video. After a decade of growth, we're preparing to scale and need world-class documentation to support our customers and reduce support burden.
We build and support four SaaS applications:
- Accelerate - our core web platform for managing asset and automotive finance businesses.
- Origination Portal - a web platform used by funders to provide easy origination for brokers and by funders and brokers to provide easy origination for their own internal sales teams.
- Customer Portal - a web platform allowing our customers’ customers to view quotes, orders, contracts and self-serve some common requests.
- Funder Connect - a web platform connecting brokers to funders to ease the quoting and proposal submission processes.
This is a critical project that will directly impact our customer experience and operational efficiency. You'll have full autonomy to build our technical communication strategy from the ground up.
What We Offer
- Opportunity to build a documentation system from the ground up
- Direct access to product, support, and customer success teams
- Clear project scope with measurable impact
- Supportive environment with quick decision-making
Responsibilities
- Conduct a comprehensive audit of existing documentation and support patterns
- Create a complete internal knowledge base for our support team
- Build a customer-facing help centre with intuitive navigation and search
- Write clear, concise documentation covering:
- Getting started guides and onboarding materials
- Feature documentation and how-to guides
- Troubleshooting guides and FAQs
- API and integration documentation
- Best practices and use case examples
- Create video tutorials and visual guides for complex processes
- Establish documentation standards and style guides for future consistency
- Train support team on documentation best practices
- Set up analytics to track documentation effectiveness
- Continuously maintain all documentation
Jobholder requirements:
Essential
- Outstanding written English
- 3+ years technical writing experience specifically in B2B SaaS
- Excellence in translating complex technical concepts for various audiences
- Experience with modern documentation platforms (GitBook, Readme.io, Intercom, etc.)
- Strong understanding of customer support workflows and ticket deflection strategies
- An enthusiastic user of generative AI to maximise productivity while maintaining quality
- Ability to work independently and manage stakeholder expectations
- Portfolio demonstrating both technical depth and user-friendly writing
Desirable
- Experience with UK/European B2B software companies
- Familiarity with video creation tools (Loom, Camtasia)
- API documentation experience
- Understanding of SEO for help documentation
- Experience with documentation-as-code workflows
- Background in customer success or support roles
Key Competencies
- Excellent written and verbal communication
- Customer centric mindset
- A keen interest in technology and innovation
- Good advocacy and persuasion skills
- Inquisitive, deep thinker
Job Types: Full-time, Permanent
Pay: Up to £50,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Life insurance
- Sick pay
Ability to commute/relocate:
- Bedford MK40: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (required)
Experience:
- Technical writing: 3 years (required)
Work Location: Hybrid remote in Bedford MK40