Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

About the Role

We are looking for a seasoned Staff UX Writer with a passion for crafting clear, concise, and user-centered content to join our ranks. In this role, you will be a key player in shaping our product experience, making complex features feel simple and intuitive for our users. You will act as a strategic partner to our Product, Engineering, and Design teams, driving content standards and processes that elevate our entire user journey.

This is a senior-level position for an experienced writer who is ready to take on significant ownership, mentor others, and define the future of content at our company.

Roles & Responsibilities

1. UX Writing & Content Design:

• Design and write clear, elegant, and concise microcopy to enhance and streamline the user experience, including labels, tooltips, error messages, empty states, and in-product guidance.

• Collaborate closely with UX/UI designers and product managers to ensure a cohesive and intuitive narrative across all user touchpoints.

• Champion a user-first approach to content, using research and data to make informed decisions.

2. Product & Developer Documentation:

• Develop and maintain comprehensive product documentation that empowers our users, including user guides, onboarding materials, migration guides, online/inline help, and release notes.

• Produce thorough and accurate API documentation to assist developers in seamlessly integrating and leveraging our APIs.

3. Content Strategy & Standardization:

• Propose, build, and document writing standards, style guides, and glossaries to ensure consistency and help quickly onboard future team members.

• Act as a subject matter expert on content best practices, providing guidance and mentorship to other writers and designers.

4. Process Management & Collaboration:

• Define, document, and maintain content development processes that align with our agile software release lifecycle.

• Manage content projects involving multiple stakeholders, including Product Management, Engineering, Product Marketing, and Customer Support, ensuring timely delivery and alignment.

• 10 – 12 years of experience as a Technical Writer, UX Writer, or Content Designer within the software industry.

• Strong understanding of SaaS business models and product architectures.

• Demonstrable experience working on complex enterprise software products.

• A portfolio of writing samples that showcases your ability in both UX writing and long-form technical documentation.

• Proven ability to work independently and manage multiple projects in a fast-paced environment.

• Experience in the ITSM (IT Service Management) domain is a significant plus.

Skills Inventory

Writing & Content Design:

• Microcopy: Expertise in writing concise, purposeful text for UI components.

• Long-Form Documentation: Ability to structure and write comprehensive guides and manuals.

• Information Architecture: Skill in organizing complex information logically and intuitively.

• Style Guides: Deep familiarity with industry standards like the Microsoft Manual of Style (MSTP) and Google Developer Documentation Style Guide, and experience creating custom guides.

• Editing & Proofreading: Meticulous attention to detail and a strong command of grammar and style.

Technical Acumen:

• API Documentation: Proficiency in documenting APIs for a developer audience (e.g., REST, GraphQL).

• SaaS Concepts: Solid understanding of multi-tenancy, cloud infrastructure, and release cycles.

• Version Control: Experience using Git or similar version control systems for managing documentation.

Tools & Platforms:

• Documentation Platforms: Proficiency with tools like Confluence, ReadMe, GitBook, or similar platforms.

• Collaboration Tools: Expertise in using tools like Jira, Slack, Figma, and Miro to work effectively with cross-functional teams.

• Content Management Systems (CMS): Familiarity with headless or traditional CMS platforms.

Collaboration & Leadership:

• Stakeholder Management: Ability to negotiate and align with stakeholders from different departments.

• Process Definition: Experience creating and evangelizing content workflows and processes.

• Mentorship: A passion for coaching other writers and advocating for content best practices.

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.