Job Summary
We're a successful UK-based B2B SaaS company seeking an experienced Technical Writer to be our Technical Comms Specialist and completely overhaul our customer support documentation, both written and video. After a decade of growth, we're preparing to scale and need world-class documentation to support our customers and reduce support burden.
We build and support four SaaS applications:
* Accelerate - our core web platform for managing asset and automotive finance businesses.
* Origination Portal - a web platform used by funders to provide easy origination for brokers and by funders and brokers to provide easy origination for their own internal sales teams.
* Customer Portal - a web platform allowing our customers' customers to view quotes, orders, contracts and self-serve some common requests.
* Funder Connect - a web platform connecting brokers to funders to ease the quoting and proposal submission processes.
This is a critical project that will directly impact our customer experience and operational efficiency. You'll have full autonomy to build our technical communication strategy from the ground up.
What We Offer
* Opportunity to build a documentation system from the ground up
* Direct access to product, support, and customer success teams
* Clear project scope with measurable impact
* Supportive environment with quick decision-making
Responsibilities
* Conduct a comprehensive audit of existing documentation and support patterns
* Create a complete internal knowledge base for our support team
* Build a customer-facing help centre with intuitive navigation and search
* Write clear, concise documentation covering:
* Getting started guides and onboarding materials
* Feature documentation and how-to guides
* Troubleshooting guides and FAQs
* API and integration documentation
* Best practices and use case examples
* Create video tutorials and visual guides for complex processes
* Establish documentation standards and style guides for future consistency
* Train support team on documentation best practices
* Set up analytics to track documentation effectiveness
* Continuously maintain all documentation
Jobholder requirements:
Essential
* Outstanding written English
* 3+ years technical writing experience specifically in B2B SaaS
* Excellence in translating complex technical concepts for various audiences
* Experience with modern documentation platforms (GitBook,, Intercom, etc.)
* Strong understanding of customer support workflows and ticket deflection strategies
* An enthusiastic user of generative AI to maximise productivity while maintaining quality
* Ability to work independently and manage stakeholder expectations
* Portfolio demonstrating both technical depth and user-friendly writing
Desirable
* Experience with UK/European B2B software companies
* Familiarity with video creation tools (Loom, Camtasia)
* API documentation experience
* Understanding of SEO for help documentation
* Experience with documentation-as-code workflows
* Background in customer success or support roles
Key Competencies
* Excellent written and verbal communication
* Customer centric mindset
* A keen interest in technology and innovation
* Good advocacy and persuasion skills
* Inquisitive, deep thinker
Job Types: Full-time, Permanent
Pay: Up to £50,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Casual dress
* Company pension
* Cycle to work scheme
* Life insurance
* Sick pay
Ability to commute/relocate:
* Bedford MK40: reliably commute or plan to relocate before starting work (required)
Education:
* A-Level or equivalent (required)
Experience:
* Technical writing: 3 years (required)
Work Location: Hybrid remote in Bedford MK40