AI-Driven Technical Writer for Customer Support Docs

Amazon Inc.; Swansea; Remote; GBP 35,000 - 52,000; Full time

Job summary

Veeqo, Amazon's multi-channel shipping and inventory platform, seeks a Technical Writer in Swansea to own the documentation lifecycle for a product-led support function. You will create and maintain help guides, SOPs and in-app messages that empower customer self-service and improve ticket deflection.

You will collaborate with product, engineering and support teams to ensure accurate, customer-centric content across customer-facing and agent-facing systems.

Qualifications

• Experience as a technical editor or writer of technical documentation working with style guides.

Responsibilities

• Create, maintain, and optimise customer-facing help guides that power an AI support bot, directly influencing ticket deflection rates.
• Develop Standard Operating Procedures with support agents and cross-functional stakeholders.
• Support product launches by producing or updating documentation based on feature scope.
• Manage documentation lifecycle through tagging, reviews, and maintenance frameworks.
• Test and monitor in-app experiments including welcome messages and user workflows.
• Facilitate discussions between external partner teams and internal product teams to improve customer experience.
• Challenge processes affecting customer experience and propose improvements.
• Maintain expertise in support tooling features and product launches for impactful content delivery.

Skills

Technical writing

Editorial standards

Job description

Veeqo, Amazon's multi-channel shipping and inventory platform, seeks a Technical Writer in Swansea to own the documentation lifecycle for a product-led support function. You will create and maintain help guides, SOPs and in-app messages that empower customer self-service and improve ticket deflection.

You will collaborate with product, engineering and support teams to ensure accurate, customer-centric content across customer-facing and agent-facing systems.