Customer Trust Writer

Global Relay • Vancouver, BC

10d • CA$75,000 - CA$95,000

About The Position

The Customer Trust Writer is responsible for building customer confidence in Global Relay by owning high-quality responses to RFPs, RFIs, and due diligence questionnaires (DDQs), while also developing clear, accurate, and customer-facing security and trust documentation. This role bridges Customer Trust, Sales, Security, Legal, and Product teams—translating complex technical, security, and compliance concepts into clear, compelling, and customer-ready content. The role plays a key part across the customer lifecycle, from pre-sales to ongoing customer trust and assurance.

Requirements

• 5+ years of experience in technical writing, proposal writing, customer trust, or pre-sales content development.
• Bachelor’s degree in English, Communications, Computer Science, or a related field.
• Experience in SaaS, cloud, or enterprise technology environments (strongly preferred).
• Proven experience handling RFPs, RFIs, DDQs, or security questionnaires.
• Strong understanding of security, privacy, and compliance concepts (e.g., SOC 2, ISO 27001, GDPR).
• Exceptional writing, editing, and proofreading skills with attention to detail and accuracy.
• Ability to simplify complex technical and security concepts into clear, customer-friendly language.
• Experience working with cross-functional teams and SMEs.
• Ability to manage multiple concurrent questionnaires, proposals, and documentation updates with clear prioritization and deadline management.

Nice To Haves

• Experience with proposal, knowledge management, CRM, or workflow tools such as Loopio, Salesforce, Jira, or similar platforms is a plus.

Responsibilities

• Own end-to-end responses to RFPs, RFIs, and security questionnaires, including drafting, editing, and final submission.
• Develop persuasive, tailored executive summaries and proposal content aligned with customer requirements.
• Partner with Sales and Account teams to align responses with customer priorities and business context.
• Lead and manage responses to due diligence questionnaires (DDQs), vendor assessments, and annual reviews.
• Develop, maintain, and continuously improve customer-facing documentation.
• Work with subject matter experts (Security, Engineering, Legal) to validate and update content.
• Ensure consistency, accuracy, and alignment with approved messaging and certifications (SOC 2, ISO, etc.).
• Collaborate closely with Security, Legal, Product, Engineering, and Customer Success teams.
• Translate complex technical concepts into plain language for customer consumption.
• Track multiple deliverables and deadlines, ensuring timely and compliant submissions.

Benefits

• Comprehensive extended health benefits program, including virtual healthcare and a wellness allowance.
• Annual allotted vacation days, which increase based on tenure.
• Paid sick days
• Maternity/parental enhancement program
• Bonus
• RRSP contribution matching program
• Subsidized meal program (for Vancouver-based employees)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level