Planning Center is hiring a
Remote Technical Writer

Responsibilities

• Identify and create documentation projects based on product cycles, feature updates, and collaborative initiatives.
• Write accessible content that turns technical product details into engaging, customer-friendly guidance.
• Evaluate existing documentation to identify gaps and make necessary updates.
• Assist in developing a comprehensive documentation strategy, focusing on high-level and detailed writing tasks.
• Help refine the team’s content standards.
• Utilize project management skills for routine work and significant projects, such as helpdesk redesigns.
• Investigate and rectify customer-reported errors.

• Communicate effectively with stakeholders such as Product and Support teams.
  • Work with Documentarians (our part-time support writers) to understand customer needs and integrate use cases into writing.
  • Work closely with Product and Support Specialists to determine documentation needs for product releases.
• Mentor and guide documentarians to ensure content meets reader needs and adheres to style standards.
• Collaborate with the Editor and Head of Customer Education and Engagement to improve the style guide, team processes, and content standards.

• Identify problems and propose solutions, or solve them creatively and effectively within the scope of team strategic objectives.
• Analyze data and insights to create new approaches or improve our existing tools.

Qualifications

• Minimum of 3 years of technical writing experience.
• Prior experience with documentation management and software. At Planning Center, we use:
  • Asana
  • Notion
  • Paligo
  • Zendesk
• Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, concise writing.
• Strong research skills to gather technical information and insights from subject matter experts in both Product and Support.
• Strong time management skills to balance and prioritize tasks efficiently.
• Ability to work independently and collaboratively in an asynchronous, remote team environment.
• Experience mentoring or a willingness to mentor junior writers.
• Bonus, but not required: an understanding or familiarity with Planning Center products.

What We Hope to See From You

• Willingness to dig into each product to document the customer experience accurately.
• Ability to balance and prioritize tasks efficiently to meet deadlines.
• Commitment to delivering quality work on time (this responsibility will be shared between you and the Content Editor across our multiple products).

• A high value of teamwork and willingness to engage with humility, embodying and strengthening our Docs team culture.
• Acting ambassador for our team, furthering our cross-collaboration while protecting team boundaries and standards.
• Clear communication of needs to subject matter experts and provide clear guidance to Documentarians.
• Writing is easy to read! You communicate in a fun and accessible way!

• Creative approach and big-picture thinking regarding content and project management.
• Provides empowering and supportive mentorship while maintaining the integrity of the documentation.

Who We Look For

•  Engage with Humility - We actively participate with openness and receptiveness. We are ready to listen, learn, and speak thoughtfully and kindly—regardless of skill level, expertise, or place on the org chart.
•  Invest in our team - We give our time and energy to our team’s success—improving collaboration with effective communication, making space for diverse perspectives, sharing knowledge, and asking questions.
•  Do Our Best Work - We aspire to do our best possible work—continually looking for ways to improve the quality of our individual output and contribute to our team's overall success and growth.
•  Focus on Customer Impact - We advocate for our customer’s best interests in our decision-making—we can trace the goal of every project back to creating positive value for our customers.
•  Think Holistically, Work Iteratively - We focus on taking practical steps towards our goals with an awareness of the broader context—thinking big, working small.

The Hiring Process

• Employees from the Customer Education & Engagement Team, as well as our Marketing Team
• The Customer Education & Engagement manager you'll report to
• The VP of Customer Experience

• Step One: Apply with a resume and cover letter that details your relevant experience, explains why you’re a great fit for this role, and answers the following prompts. Feel free to be yourself! We want to see how you write when there are no rules:
  
  One of our values at Planning Center is to Do Your Best Work. Describe a time you were especially proud of the work you did. How would that translate to your role at Planning Center?
  
  With so many options out there for task management, how do you personally like to stay organized and on-task?
  
  *** Provide us with a link to a piece you’ve written that you find engaging and accessible. We'd like to see how you write when you have to follow rules, too!
  
  (A word of caution for those using AI cover letters: When compared to the hundreds of other candidates who did the exact same thing, it becomes painfully obvious who took the AI first draft. If you're going to use these tools, we ask that you use them well. Please give our recruiter something a bit more human to read.)
   
• Step Two: If chosen to move forward, we'll send you a homework assignment to complete and submit for evaluation
• Step Three: You'll have an interview with the Head of Customer Education & Engagement and several other team members 
• Step Four: Pending all goes well, we'll extend an offer