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Sr. Customer Experience Technical Writer

Location
San Francisco, California
Job Type
Permanent
Posted
15 Oct 2020
Oura is an award-winning and fast-growing startup that helps people track all stages of sleep, activity, and physiologic functioning using the Oura Ring and connected app. We have a unique and high-quality set of biosignals that can be leveraged to help hundreds of thousands of people improve their sleep, monitor sickness, understand their bodies, and transform their health. We're on a mission to empower every person to own their inner potential, and we're seeking candidates who want to make an impact on our journey.As an experienced Technical Writer with Oura, you will own the implementation and management of tools & products focused on decreasing customer resolution times, increasing ticket deflection, and elevating Oura's customer experience. The ideal candidate is a self-starter, has keen analytical skills, and the ability and desire to work cross-functionally. You are someone who leads by example, pays a great deal of attention to detail, and a penchant for thinking strategically. You are known for your interpersonal skills and wherewithal to challenge the status quo in order to innovate.What you will do with us: Perform research to understand key use cases for initial and ongoing management of the product, identifying opportunities to deliver value to our customers. Drive and document product definition, strategy, and long term vision for initiatives across the Oura digital ecosystem. Establish, monitor, and measure the success of products, updating cross-functional teams with frequency to establish consensus on common issues in order to integrate data into key product decisions. Develop mechanisms to gather customer feedback, identify knowledge gaps, and propose recommendations for improvement. Continue to identify potential channels for further implementation, understanding customer funnels to identify touchpoints where they may be missing information. Perform regular competitor analysis to inform and improve Oura's use of tools. Ownership and management of our open source conversational AI tool Work closely with the content team to develop solutions and improve the end-user experienceRequirementsExperience/Skills You Will Need:• 5+ years of technical writing experience for a B2C company• Experience gathering customer feedback, identifying knowledge gaps, and documenting product definition• Experience communicating and collaborating cross functionally with diverse audience in engineering, production, and management; ability to adapt to the changing needs of customers and stakeholders• Experience driving and thinking through customer experience content strategy to provide the best support and user experience• History of creating, configuring, or managing content toolsBenefitsAt Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and are continually looking to improve their health and add to our benefits!What we offer: Competitive salary and equity Health, dental, and vision insurance Wellness benefits Flexible working hours + work-life balance An Oura ring of your own Beautiful workspace in San Francisco by Pier days of PTO Amazing culture of collaborative and passionate coworkers
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Details

  • Job Reference: 182902193-2
  • Date Posted: 15 October 2020
  • Recruiter: Oura
  • Location: San Francisco, California
  • Salary: On Application
  • Job Type: Permanent