Technical Writer & Training Content Specialist

Hauler Hero Inc. • New York, NY

24d • Remote

About The Position

At Hauler Hero, we’re on a mission to simplify and modernize the waste hauling industry. Our platform empowers haulers to run more efficient operations, strengthen customer relationships, and grow their businesses.

The Role
We’re seeking a Technical Writer & Training Content Specialist who will make Hauler Hero easy to learn and use for both our customers and internal teams.

This role focuses on customer education by creating engaging documentation, videos, and learning resources that help haulers and operators adopt Hauler Hero with confidence. You will manage the Hauler Hero Help Center, build new training content in Loom and Intercom, and ensure every product update or new feature is clearly explained and supported by up-to-date materials.

You will also work closely with Product, QA, and Customer Success to create internal guides and testing documentation that keep the broader team informed and aligned.

Requirements

• 2–4 years of experience in technical writing, customer training, or SaaS documentation.
• Strong writing and communication skills with a focus on customer understanding.
• Experience maintaining content in Intercom or similar customer help center platforms.
• Skilled with Loom for producing short video tutorials and product walkthroughs.
• Familiar with Notion, Google Workspace, and other collaboration tools.
• Comfortable partnering with Product, QA, and Customer Success to gather and translate technical information.

Nice To Haves

• Proficient in Figma for creating visual aids and structured layouts for documentation.
• Experience creating customer enablement content for SaaS or logistics platforms.
• Background in customer success, product operations, or training.
• Ability to perform light editing or visual design using Canva or similar tools.
• Knowledge of adult learning principles or instructional design concepts.
• Experience using Hauler Hero software as a customer or internal user.

Responsibilities

• Maintain and expand Hauler Hero’s Help Center content in Intercom to ensure articles and videos are accurate, complete, and customer-friendly.
• Develop customer-facing product training materials including video tutorials, walkthroughs, and feature overviews using Loom.
• Create clear, easy-to-follow documentation that helps customers troubleshoot, adopt new features, and get value from the platform faster.
• Use Figma to create visuals, annotated screenshots, and diagrams that enhance written documentation and video content.
• Translate technical details from Product and Engineering into customer-ready materials and release notes.
• Partner with Customer Success to identify knowledge gaps and proactively create resources to address them.
• Partner with Implementation to ensure Implementation Associates have materials to provide customers in onboarding high quality training materials specific to their use cases
• Work with QA and Product to document new releases, validation steps, and test outcomes.
• Organize and manage internal documentation in Notion so teams have access to consistent, up-to-date information.
• Monitor feedback from customers and internal teams to continuously improve clarity, tone, and coverage of documentation.
• Identify opportunities to leverage AI for scaling customer education, documentation updates, or translation support while ensuring accuracy and brand alignment.
• Occasionally assist with customer support coverage during busy periods and to ensure first-hand understanding of customer needs and pain points

Benefits

• Opportunity to build a customer education program that directly improves adoption, satisfaction, and retention.
• Collaborative, innovative work environment with focus on experimentation and learning.
• Competitive salary and benefits package.
• Career growth opportunities with direct impact on both customer success and internal enablement.
• Remote-first flexibility: work from anywhere with a distributed team across the U.S. and beyond.
• Time off and wellness: flexible PTO, paid holidays, and a culture that prioritizes balance.
• Team connection: virtual events, async collaboration practices, and occasional in-person offsites to keep our fully remote team connected.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed