Remote Customer Experience Technical Writer
Skills
Contact CentersContinuous ImprovementCustomer ExperienceEnglishHealthcareMedicare AdvantageMold
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of experience in technical writing process documentation or content management in a complex environment
- Experience in Medicare Medicare Advantage or a regulated healthcare or health plan setting
- Experience supporting customer experience or contact center operations
- Demonstrated experience creating structured work instructions workflows and process documentation
- Bachelor’s degree in Technical Writing Communications English Business Information Systems or a related field
Nice to have
- Portfolio with workflow documentation
- Confluence or similar tools
- Multi-project management
- Adult learning knowledge
- Strong collaboration
- Problem solving
- Critical thinking
- Independent worker
Day to day
- Develop and maintain clear work instructions and workflow documentation for frontline customer experience teams
- Translate product benefit technical and operational requirements into structured decision-based guidance for real-time use
- Partner cross-functionally with Customer Experience Product Technology Operations and Knowledge Management to keep content accurate usable and aligned with regulatory standards