Lead Technical Writer

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

We are looking for seasoned technical writers with a passion for crafting clear and concise content to join our ranks.

Responsibilities include:

• Product Documentation: Develop and maintain comprehensive product documentation, including user guides, onboarding guides, migration guides, online and inline help, and release notes.
• Developer Documentation: Produce thorough and accurate API documentation to assist developers in integrating and leveraging our APIs effectively.
• UX Writing and Content Design: Write clear and concise microcopy to enhance and streamline our user experience, including labels, tooltips, and error messages.
• Standardization: Propose, build, and document writing standards that help quickly onboard future technical writing team members.
• Process Management: Define and maintain documentation processes that align with our software release life cycle involving multiple stakeholders: product management, engineering, product marketing, and others.

• 6-8 years of experience as a Technical Writer in the software industry.
• Strong understanding of SaaS. Understanding of the CRM domain is a plus.
• Proficiency with collaboration tools, version control systems, and documentation platforms.
• Familiarity with industry-standard style guides and conventions, such as Microsoft Manual of Style for Technical Publications (MSTP) and Google Developer Documentation Style Guide.
• Attention to detail and the ability to work independently.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.