What you'll do

• You'll be the first writer to join the Readwise customer success team owning product documentation and numerous other forms of written communication reaching hundreds of thousands of avid readers
• Your primary responsibility will be leading all things documentation for Readwise including technical writing such as our Frequently Asked Questions, Readwise Tips, explainer video scripts, and onboarding documents
• Your secondary responsibility will be actively participating in customer support:
  • A core value of Readwise is that customer success is a first-class function
  • We believe that to speak effectively to our users and to produce quality documentation, you’ll need to become both (i) familiar with our user base and (ii) an expert of our product
  • The best way to become familiar with our users and an expert of our product is to participate in customer support
  • Therefore, you will spend at least half your time communicating with users via our shared customer support email inbox (another form of writing)
  • You should also expect to “dogfood” the many different use cases of Readwise from the Daily Review to note-taking expert, from read-it-later to RSS, from EPUBs to PDFs across multiple platforms from the web app to the mobile apps
• We’d also be open to individuals with a track record of building and leading high-performance customer success teams

Who you are

• Brand Ambassador — Because you’ll be representing our brand through the written word (the users of Readwise are, well, readers 😂), the right cultural fit is even more important than usual for the CX Technical Writer

• Clear Writer — You’re a lucid writer who can adopt the “beginner’s mind” of a user to explain new concepts to them in terms they’re likely to grasp

• Customer-Oriented — You’re the kind of person who will go out of your way to help customers and make sure they feel warm, welcomed, and cared for

• Warm — The following passage from Setting the Table sums this up nicely:

  "Imagine if every business were a lightbulb and that for each lightbulb the primary goal was to attract the most moths possible. Now what if you learned that 49 percent of the reason moths were attracted to a bulb was for the quality of its light (brightness being the task of the bulb) and that 51 percent of the attraction was to the warmth projected by the bulb (warmth being connected with the feeling of the bulb). It’s remarkable to me how many businesses shine brightly when it comes to acing the tasks but emanate all the warmth of a cool fluorescent light. That explains how a flawless four-star restaurant can actually attract far fewer loyal fans than a two-or three-star place with soul. In business, I want to be overcome with moths. Our staff must be like a scintillating string of one-hundred-watt lightbulbs, whose product is the sum of 51 percent feeling and 49 percent task."

• Self Starter — You’re the kind of person that friends & family call for help when something is broken (their TV, phone, etc) because you possess the agency to find answers on Google, in product documentation, and through tinkering with the product itself (this is particularly important as Readwise is mostly a remote-first, asynchronous organization and team members will often not be around to help you help a customer)

• Growth Mindset — You know your abilities are not fixed at birth, but that you’re able to grow and learn how to do new things

• Reliable — You’re the kind of person who follows through on commitments and shows up to appointments on time

• Humble — The right person for this role will see participation in customer support not as a necessary evil but as an opportunity to get to know our users and learn how to write exceptional product documentation

How to apply