Customer Experience Technical Writer

This is a fully remote position, open to applicants in California.

📋 Description

• Create and sustain clear, organized work instructions and workflow documentation for frontline staff.

• Convert product, system, benefit, and operational requirements into decision-making workflows and process documentation.

• Ensure that documentation is precise, consistent, and aligns with frontline workflows and call handling procedures.

• Assist in content lifecycle management and initiatives for continuous improvement.

• Work collaboratively with internal stakeholders to grasp product features and accurately reflect them in documentation.

• Incorporate work instructions into training materials and performance support tools.

• Regularly update content to account for system upgrades and regulatory modifications.

⛳️ Requirements

• Over 5 years of experience in technical writing, process documentation, or content management within a complex setting.

• Background in Medicare, Medicare Advantage, or a regulated healthcare/health plan environment.

• Experience in enhancing customer experience or supporting contact center operations.

• Proven track record of creating structured work instructions, workflows, and process documentation.

• A portfolio that demonstrates technical writing and workflow-based documentation (preferred).

• Familiarity with content management platforms (e.g., Confluence or similar tools).

• Ability to manage multiple projects and deadlines in a dynamic, fast-paced environment.

🏝️ Benefits

• Health insurance

• 401(k) plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities