Description

The Technical Writer owns the complete documentation lifecycle for a product-led support function, managing help guides, internal SOPs, wiki resources, and in-app communications. This role sits at the intersection of content strategy and AI-powered support, where documentation quality directly drives ticket deflection and customer self-service success. The Technical Writer collaborates cross-functionally with product, engineering, support and other teams to ensure accurate, customer-centric content across all touch points.

Key job responsibilities
- Create, maintain, and optimise customer-facing help guides that power an AI support bot, directly influencing ticket deflection rates and customer resolution metrics
- Develop comprehensive Standard Operating Procedures by partnering with support agents and cross-functional stakeholders, ensuring consistent tone and technical accuracy across all internal documentation
- Support product launches across the complexity spectrum by producing documentation from scratch or updating existing guides based on feature scope
- Manage documentation lifecycle through systematic content tagging, regular reviews, and proactive maintenance frameworks
- Test, adjust, and monitor in-app experiments including welcome messages, user workflows, and customer messaging to maximise AI engagement and effectiveness
- Facilitate discussions between external partner teams and internal product teams to identify process gaps and improve customer experience
- Challenge existing processes that compromise the customer experience and propose modifications aligned with organisational standards
- Maintain expertise in support tooling features and product launches to leverage the most impactful content delivery approaches

A day in the life
This role blends analytical, creative, and collaborative work throughout the day. You'll review AI support bot performance metrics to identify content gaps, then pivot to building or refining documentation based on what's driving unresolved customer queries. Cross-functional meetings with product, and engineering teams are a regular feature—you'll drive alignment on process changes, present recommendations to senior leaders, and advocate for the customer experience.

On the content creation side, you'll conduct intake conversations with subject matter experts, draft SOPs and help guides, and shepherd them through review before publishing to both customer-facing and agent-facing AI systems. You'll also run in-app messaging experiments, adjust engagement flows based on data, and manage your content lifecycle backlog—flagging guides due for refresh and planning upcoming documentation work.

No two days look the same; you might spend one day deep in writing and another facilitating stakeholder discussions or analysing bot resolution data to inform your next content priority.

About the team
Veeqo is Amazon's multi-channel shipping and inventory platform, purpose-built for fast-growth e-commerce businesses. Since joining the Amazon family in 2021, Veeqo has helped thousands of online retailers cut shipping costs, streamline fulfilment, and scale with confidence. Our Swansea team sits at the heart of that mission — and this role puts you right at the centre of it.