Senior Technical Writer, Post Delivery Experiences

Location: Canada (Remote, CT/ET Time Zones)

Team: Post Delivery Experiences

Narvar is growing! We are seeking a skilled Technical Writer to create clear, concise, and comprehensive documentation for our Post Delivery Experiences platform. As a B2B2C solutions provider, Narvar’s Post Delivery Experiences platform enables retailers to manage and consumers to navigate interactions related to delivery claims, returns, refunds, exchanges, warranty, and more. Your role will be essential in ensuring that our clients and internal teams can effectively understand and utilize our products.

What You’ll Do

• Create, update, and maintain high-quality product documentation, including user guides, administrator guides, API references, integration guides, FAQs, and best practice examples for both internal and external audiences (retailer developers, retailer business users, internal product marketing, internal support teams)
• Author and publish timely, accurate, and easy-to-understand product release notes and summaries of changes for internal stakeholders and external customers
• Collaborate closely with Product Managers, Engineers, Designers, and other subject matter experts to gather information, understand complex product features, and ensure technical accuracy and completeness of all materials
• Establish, uphold, and evolve documentation quality standards, style guides, information architecture, and accessibility to ensure all materials are accurate, consistent, clear, and user-friendly
• Manage the documentation lifecycle, including planning, drafting, reviewing, editing, publishing, and retiring content as needed
• Solicit and incorporate feedback from users and internal teams to continuously improve documentation quality and effectiveness
• Organize and maintain the documentation repository, ensuring it is well-structured and easily searchable

Key Responsibilities

• Content Creation & Maintenance: Develop and maintain a comprehensive library of product documentation including product references, user guides, API references, integration guides, FAQs, and illustrative examples for internal and external audiences
• Release Communications: Author and publish clear, concise, and timely product release notes, summaries of changes, and update notifications to internal and external audiences
• Documentation Standards & Quality: Maintain and enhance documentation quality, adhering to established standards, optimizing structure for clarity, and ensuring accessibility for all users

What we’re looking for

• 10+ years of proven experience as a Technical Writer, preferably documenting complex B2B SaaS platforms with APIs
• Exceptional writing, editing, and proofreading skills, with a keen eye for detail, consistency, and clarity
• Ability to translate complex technical concepts into clear, concise, and user-friendly documentation for various audiences
• Experience working collaboratively with cross-functional teams including product management, engineering, and design
• Familiarity with documentation tools and platforms (e.g., Confluence, ReadMe, Swagger/OpenAPI, Markdown)
• Experience creating and managing API documentation is highly desirable
• Strong organizational skills and the ability to manage multiple projects and deadlines effectively
• Proactive and independent learner who can quickly grasp new product functionalities
• Experience in e-commerce, retail technology, or post-purchase solutions is a plus
• Bachelor’s degree in Technical Communication, English, Computer Science, or a related field, or equivalent practical experience

What success might look like in the first 6-12 months:

• Successfully documented several key features or product areas within the Post Delivery Experiences platform, receiving positive feedback on clarity and usefulness
• Established a smooth process for creating and publishing release notes in collaboration with product and engineering teams
• Made significant contributions to improving the existing documentation repository’s structure, quality, and accessibility
• Become a trusted resource for product knowledge and documentation expertise within the team

Why Narvar? We’re on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That’s why we created Narvar – a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you’ve ever bought something online, there’s a good chance you’ve used our platform! From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we’ve served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages. Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We’re a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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