ZR_301 Technical Content Writer, Operations

• Write and maintain Standard Operating Procedures (SOPs), runbook, and process playbooks for technical account management, support, onboarding, sales, and customer success teams
  
• Document internal workflows end-to-end, including escalation paths, team hand-offs, and decision points
  
• Partner with process owners and subject matter experts to capture undocumented tribal knowledge and turn it into repeatable procedures
  
• Maintain platform and integration documentation supporting internal operations (setup steps, configuration references, troubleshooting guides)
  
• Audit existing SOPs on a regular cadence to catch outdated steps, process drift, and gaps introduced by product or system changes
  
• Standardize documentation formats and templates so SOPs are consistent, scalable, and easy to follow under time pressure
  
• Organize documentation in a central knowledge base or wiki with clear ownership, versioning, and review cycles
  
• Turn SOPs into structured training material to support new-hire onboarding
  
• Work with operations leads to identify where missing or unclear documentation is causing errors, delays, or inconsistent outcomes
  
• Track documentation health (coverage, staleness, usage) and report gaps to stakeholders
  

Requirements

• 5–10 years of experience in technical writing, process documentation, or operations-focused roles within a SaaS, software, or technology environment
  
• Demonstrated experience writing SOPs, runbook, or playbooks for operations, account management, or support teams
  
• Experience documenting software platforms and integrations well enough to translate them into operational procedures
  
• Strong ability to interview subject matter experts and convert verbal or ad-hoc processes into structured, repeatable documentation
  
• Excellent writing, editing, and proofreading skills, with close attention to sequencing, accuracy, and edge cases
  
• Comfort mapping workflows and cross-team hand-offs (flowcharts, swim lanes, or similar) to clarify process ownership
  
• Familiarity with documentation and knowledge base tools (e.g., Confluence, Notion, HubSpot, or similar)
  
• Strong organizational skills, with the ability to manage and prioritize documentation across multiple ops workstreams
  
• Comfort working cross-functionally with engineering, product, TAM, and support teams — including across time zones with global teams
  
• Bachelor's degree in English, Communications, Business, Engineering, or a related field (or equivalent practical experience)
  
• A self-starter who thrives in a fast-paced startup environment and can jump in, observe, and test processes independently
  

• Familiarity with Property Technology (PropTech), RUBS (Ratio Utility Billing System), or utility billing processes
  
• Experience with process improvement or operational excellence frameworks (e.g., Lean, Six Sigma, or similar)
  
• Familiarity with workflow/process mapping tools (e.g., Lucidchart, Miro, Visio)
  
• Prior experience embedded within or directly supporting a Technical Account Management (TAM), Support, or Operations team
  
• Experience with basic APIs, webhooks, or system integrations
  
• Experience tracking documentation metrics or running periodic SOP audits
  

Benefits

• 5 Days Working
  
• One Complimentary Meal per Day
  
• Internet Reimbursement
  
• Gym Reimbursement
  
• Group Medical Insurance
  
• Mental Health support benefits
  
• Relocation Assistance (if Applicable)