Technical Writer

About Later

Later is the enterprise leader in social media and influencer marketing software, services, and data, trusted by leading brands and agencies worldwide. Following our acquisition of Mavely, the Everyday Influencer Platform®, Later enables brands to scale creator partnerships from nano to premium influencers while managing social media content and campaigns across all major social and affiliate networks. Through proprietary performance data, marketing leaders can drive attributable sales and optimize social commerce with our software platform or award-winning services.

Later is founded on two success stories that began in 2014: Mavrck, the industry-leading influencer marketing solution (now Later Influence™), and Later, the best social media management platform (now Later Social™) and first-to-market link in bio tool, Later Link in Bio. In 2024, Mavrck and Later officially joined together as one unified business, with a shared vision: to enable the world to make a living with their creativity.

We’re trusted by the top social platforms, with partnerships and integrations with Meta, TikTok, LinkedIn, YouTube, and Pinterest.

We enable marketers to create high-performing content and engage in authentic collaborations with creators to reach new audiences, drive engagement, and generate predictable ROI.

About This Position

As a Technical Writer, you’ll ensure Later’s user-facing Help Centers and AI-powered Chatbot stay current, clear, and effective. These self-serve tools are the first lines of support for Later users and internal teams, helping them learn about features, resolve issues, and stay informed. Your work will improve the customer experience, reduce support volume, and deliver consistent, trustworthy information across channels.

What You'll Be Doing

Strategy

• Organize, streamline, and audit Help Center content regularly to eliminate duplication, improve structure, and enhance discoverability.
• Leverage analytics and user behavior data to inform a continuous content optimization strategy that supports both self-service effectiveness and product adoption.
• Create and deliver regular performance reports that highlight key insights, trends, and areas for improvement across Help Center and Chatbot experiences.
• Apply a strategic, data-driven mindset to align content initiatives with business goals and customer success outcomes.

Technical/Execution

• Create clear, user-focused Help Center content that explains product features and information to Later’s diverse user base.
• Keep Help Center and Chatbot content accurate and up-to-date as Later’s products evolve.
• Develop and manage custom Chatbot conversation flows for a variety of support scenarios, enhancing automation while preserving a helpful user experience.
• Conduct regular testing of Chatbot functionality to identify friction points and continuously refine AI training inputs using improved Help Center content.
• Use analytics tools to track and report on Help Center and Chatbot performance, identifying usage patterns, content gaps, and opportunities for enhancement.
• Use project management tools and skills to maintain Help Center and Chatbot content to ensure scalability and consistency.

Team/Collaboration

• Work cross-functionally with Support, Product, Lifecycle Marketing, Engineering, and other teams to align on feature launches, content updates, and messaging best practices.
• Manage and prioritize content requests from internal teams based on business impact, customer need, and resource availability.
• Facilitate feedback loops with Customer Facing teams through surveys, focus groups, or interviews to gather insights and improve documentation and chatbot flows.

Leadership

• Opportunities may arise to mentor peers, lead cross-functional content initiatives, or contribute to strategic planning.

Research/Best Practices

• Write clear, accessible documentation that follows Later’s style guide and content principles.
• Maintain consistent tone, style, and structure across all documentation.