Swoogo

Technical Writer

• Own and manage Swoogo’s Help Center, ensuring content is accurate, organized, searchable, and continuously improved.
• Write, edit, and publish support articles, FAQs, and guides that make technical workflows easy for customers to understand.
• Manage Swoogo’s in-app education tool (Appcues), creating onboarding flows, tooltips, release announcements, and product walkthroughs that drive adoption.
• Collaborate with Product Managers and Support to translate technical details into customer-friendly content.
• Develop and maintain content standards, voice, and style guidelines for support and education resources.
• Analyze Help Center and Appcues data to identify gaps in customer understanding and proactively address them.
• Establish a ticket deflection strategy working alongside our Support team.
• Collect feedback from Customer Success, Support, and customers themselves to evolve educational resources.
• Establish operational metrics ex: self-serve ratio.