Technical Writer

Role Title: Technical Writer

Department: Product Development

Direct Reports: None

Location, Type & Hours: Onsite (DR Office, Plaza Naco), Full-time (9-6) or Part-time (9-2 or 3)

Role Purpose

The Technical Writer position exists to centralize and elevate our documentation strategy, transforming technical product information into clear, high-quality user resources. This role directly drives efficiency by relieving core Product Development staff of layout and design tasks, accelerating time-to-market and keeping internal operations lean. By establishing a dedicated owner for our manual creation and an additional resource for manual improvement strategies, we advance our customer-obsessed and community-first values—ensuring our end users receive accessible, intuitive, and professional guidance that builds trust, reduces support friction, and strengthens Chai Vision’s brand strategy as an industry leader in quality and innovation.

Who You Are

• You’re a strategic thinker and a hands-on builder: You can audit a complex technical process, establish clear documentation standards, and execute polished, user-friendly manuals from scratch without needing step-by-step supervision.
• You’re naturally curious and detailed-oriented: You know how to ask the right questions, extract critical details from Product Developers and subject matter experts, and translate complex technical mechanics into clear, accessible language for the end user.
• You thrive in high-growth, fast-paced environments: You adapt quickly to shifting product timelines, handle multi-brand or expanding product lines with ease, and manage multiple documentation projects simultaneously without sacrificing quality.
• You are collaborative, organized, and outcome-focused: You take ownership of the entire documentation pipeline—from initial draft to final layout—and work seamlessly across teams to ensure on-time delivery aligned with product launch dates.
• You embody a continuous improvement mindset: You don't just write copy; you actively seek ways to optimize user comprehension, reduce customer support friction, and modernize visual layouts to elevate the brand.
• You hold relevant expertise in technical writing: You bring a strong portfolio in technical communication, instructional design, or product documentation, along with proficiency in desktop publishing, graphic layout, or visual design tools.

What You’ll Do

Strategic Direction & Funnel Impact (20% Strategy / Top & Bottom Funnel)

• Build Clean Onboarding Guides (Top of Funnel): Create easy-to-read quick-start guides and manuals for new products that build instant trust at unboxing, reinforce our brand quality, and turn first-time buyers into repeat customers.
• Build Practical Post-Purchase Guides (Bottom of Funnel): Write clear setup steps, troubleshooting flows, and care guides that eliminate customer confusion, cut down on support tickets, and keep users happy with our products long-term.
• Set Clear Documentation Standards: Establish unified templates, and consistent phrasing across all our brands so every manual looks professional and takes less time to build.

Execution & Getting Things Done (60% Doing / Tactical Execution)

• Write Manuals for New Products: Own 100% of manual creation from start to finish—translating complex product specs into clear, easy-to-follow instructions.
• Speed Up Manual Turnaround: Cut production time for new manuals by building reusable templates and keeping a steady pipeline of content moving.
• Review Our Library: Systematically review our existing library of legacy manuals within the first 90–120 days to become familiar with current products, branding, and safety guidelines. Identify areas of improvement, and discuss with PQ&CX Manager (Christina Callari)
• Prevent Support Headaches: Use clear visual diagrams and step-by-step setup guides to directly drive a drop in customer support tickets caused by assembly or setup confusion.

Teamwork & Cross-Functional Alignment (Execution + Collaborative Oversight)

• Partner with Product Developers: Meet directly with our internal developers to pull out the technical details you need, handing 10–15 hours/week (~20–25% bandwidth) of valuable development time back to the team.
• Keep Launches on Track: Work directly with various members of the PD team to deliver documents that are 100% ready, right on time.

Tool & File Management (Hands-On Platform Ownership)

• Organize Our Media Assets: Keep all raw graphics, vector artwork, translation files, and print-ready PDFs cleanly organized in Egnyte.
• Master the Layout Toolkit: Stay sharp on graphic layout and design tools to build high-quality files efficiently and reuse assets easily across different product lines.

Process Oversight & Tracking Results (20% Oversight & Analytics)

• Track What’s Working: Keep an eye on post-launch customer feedback, return data, and support tickets to spot confusing steps in our manuals and fix them fast.
• Report Velocity & Quality Metrics: Track basic quarterly wins—like how fast manuals are getting built, how much of the backlog is cleared, and keeping post-publish errors under 2%.

Customer Experience & Brand Building (Top & Bottom Funnel Alignment)

• Elevate the Brand Image: Turn boring instruction sheets into a polished, customer-obsessed extension of the brand that shows customers we care about the details.
• Keep Specs Consistent Everywhere: Make sure product instructions match seamlessly whether a customer is reading the printed paper in the box, downloading a PDF from the website, or browsing a digital support page.

Success Metrics

Time-to-Publish Reduction: Standardize the total time to create a new manual by providing clear lists of required information and communicating that to the product development team.

Launch Date Synchronization: Maintain a 100% on-time delivery rate for new product manuals aligned directly with physical product release dates (zero product launch delays due to missing documentation).

Support Ticket Reduction: Drive a measurable decrease in customer support tickets, chat inquiries, and calls related to setup, assembly, or operating confusion.

Developer Bandwidth Reclaimed: Reclaim 10–15 hours/week of Christina’s time currently spent on formatting and layout, redirecting that bandwidth back to other Product Development initiatives.

Labor Cost Efficiency: Achieve an effective reduction in hourly cost for technical writing tasks by shifting execution from high-cost US employee rates to a specialized DR nearshore rate ($8k–$26k/year).

Cross-Functional Relationships

Outside of the Product Development Department, this role will collaborate most with our existing design team.

Why Work With Us

Join a fast-growing ecommerce company where your ideas matter and your growth is part of our mission. At Chai Vision, we’re scaling quickly, building boldly, and redefining what a modern ecommerce team looks like. We move fast, collaborate deeply, and give our people the space and support they need to thrive. Along with a culture built on innovation and teamwork, we offer benefits that reward your hard work and fuel your growth.

If you thrive in a fast-paced, creative atmosphere and want to help grow ecommerce brands, you’ll love working here!