First, know this.

In order to apply for this position, you must presently or previously have used Beanstack as an administrator at a public library or school that licenses Beanstack. You must also submit a cover letter to apply and clearly indicate in that cover letter that you are aware of these requirements.

The Big Picture

As a Technical Writer on the Product & Client Engagement Team, you will report directly to our VP of Product & Client Engagement and work closely with our Support and Operations Team Lead and Product Manager. You'll have the opportunity to make major improvements to our current client-facing product documentation, by leading a platform migration, integrating our ticketing and documentation systems, and training a chatbot on our product documentation. Long-term, you’ll ensure that our documentation stays current and responsive to user trends, and play a key role in our strategic priority to make our solutions more self-serve.

The ideal candidate has excellent organization and writing skills, a deep understanding of Beanstack functionality, and is adept at working in a fast-paced environment with minimal supervision. This is a long-term contractor position budgeted for 20 hours per week.

Responsibilities

• Work with our product and client success teams to reorganize and streamline our existing documentation to make it easier for users to discover relevant content.
• Work with our team and other contractors to migrate our client documentation from Zendesk to HubSpot, integrate that documentation with our existing HubSpot ticketing system, and train HubSpot’s AI chatbot to effectively answer common user questions.
• Follow our Beanstack style guide to ensure our documentation is consistent in style and approach.
• Maintain and expand our client-facing and internal documentation(both written and video) including:
  • Working with our product team to ensure timely updates for new features.
  • Working with our success team to identify trends in user communication and proactively create documentation that decreases the volume of helpdesk and success manager inquiries about Beanstack functionality.

Education, Experience, and Skills

• Bachelor’s Degree required
• Exceptional written and spoken communication skills with a bias for a concise, clear, and conversational style
• Entrepreneurial: comfortable navigating shifting priorities and loosely-defined processes, self-starter with minimal need for supervision
• Able to break down and present complex information in ways that users with a range of technical skills can easily understand
• Highly adept with technology: quick to learn new tools and apply solutions
  

A Big Plus

• Hands-on experience addressing inquiries related to Beanstack from school or library staff and/or end users
• Startup experience
• Experience in a customer-facing role
• Experience collaborating with a remote team
• Experience with Hubspot, Zendesk, and/or Asana

Compensation

• $40 hourly rate

About Us

Zoobean's flagship products help people achieve reading goals by tracking reading and participating in reading challenges. Over ten million readers use our platform, Beanstack, to track their reading, earn incentives, and stay motivated to read. We serve over 10,000 public library and school clients in the United States, Canada, Australia, and beyond.

Our Shark Tank appearance brought us Mark Cuban as an investor. We have since picked up Kapor Capital, Militello Capital, AlphaLab Gear, RevUp Capital, and the AT&T Aspire Accelerator as believers and backers of our cause. Our customers include the Los Angeles Public Library, Toronto Public Library, Orange County Public Schools, and the Hawaii Department of Education.

Diversity, Equity, and Inclusion

We believe diversity breeds innovation. We're building a product that helps librarians, educators, and families everywhere, and to do that well, we need a workforce representative of the population we serve. We are actively looking to add members to our team who will bring diverse backgrounds, new perspectives, and a willingness to challenge us to improve the work we do every day.

From the Heart

At Zoobean, we live out three core values that are represented in our logo:

• Love: We are passionate about our work and give everything we can to our customers, investors, and each other.
• Inclusion: Our company grew out of a calling to help children and families see themselves in the books they read. That same commitment to diversity runs through all we do and allows us to express ourselves while feeling a sense of belonging to a larger community.
• Awesomeness: This one speaks for itself.

Come work with us if this hits you in the heart and mind.