Hauler Hero

Technical Writer – Training Content Specialist

Hauler Hero

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Maintain and expand Hauler Hero’s Help Center content in Intercom to ensure articles and videos are accurate, complete, and customer-friendly.
  • Develop customer-facing product training materials including video tutorials, walkthroughs, and feature overviews using Loom.
  • Create clear, easy-to-follow documentation that helps customers troubleshoot, adopt new features, and get value from the platform faster.
  • Use Figma to create visuals, annotated screenshots, and diagrams that enhance written documentation and video content.
  • Translate technical details from Product and Engineering into customer-ready materials and release notes.
  • Partner with Customer Success to identify knowledge gaps and proactively create resources to address them.
  • Partner with Implementation to ensure Implementation Associates have materials to provide customers in onboarding high-quality training materials specific to their use cases.
  • Work with QA and Product to document new releases, validation steps, and test outcomes.
  • Organize and manage internal documentation in Notion so teams have access to consistent, up-to-date information.
  • Monitor feedback from customers and internal teams to continuously improve clarity, tone, and coverage of documentation.
  • Identify opportunities to leverage AI for scaling customer education, documentation updates, or translation support while ensuring accuracy and brand alignment.
  • Occasionally assist with customer support coverage during busy periods and to ensure first-hand understanding of customer needs and pain points.

Requirements

  • 2–4 years of experience in technical writing, customer training, or SaaS documentation.
  • Strong writing and communication skills with a focus on customer understanding.
  • Experience maintaining content in Intercom or similar customer help center platforms.
  • Skilled with Loom for producing short video tutorials and product walkthroughs.
  • Familiar with Notion, Google Workspace, and other collaboration tools.
  • Comfortable partnering with Product, QA, and Customer Success to gather and translate technical information.
  • Proficient in Figma for creating visual aids and structured layouts for documentation (Nice to Have).
  • Experience creating customer enablement content for SaaS or logistics platforms (Nice to Have).
Benefits
  • Opportunity to build a customer education program that directly improves adoption, satisfaction, and retention.
  • Collaborative, innovative work environment with focus on experimentation and learning.
  • Competitive salary and benefits package.
  • Career growth opportunities with direct impact on both customer success and internal enablement.
  • Remote-first flexibility: work from anywhere with a distributed team across the U.S. and beyond.
  • Time off and wellness: flexible PTO, paid holidays, and a culture that prioritizes balance.
  • Team connection: virtual events, async collaboration practices, and occasional in-person offsites to keep our fully remote team connected.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical writingcustomer trainingSaaS documentationcontent maintenancevideo tutorialsdocumentation creationvisual aidscustomer enablement content
Soft Skills
strong writing skillscommunication skillscustomer understandingcollaborationproactive resource creation