What we are looking for
We are seeking a skilled Technical Writer with expertise in documenting Scope of Works (SOW), processes, and standard operating procedures (SOPs) for an eCommerce agency. This role involves working closely with cross-functional teams across the development, product master data, customer services, and digital marketing departments. The ideal candidate will be adept at translating complex technical concepts, workflows, and project requirements into clear, concise, and user-friendly documentation.
Your role at eComplete
Responsibilities and Key Deliverables will include, but are not limited to, the following:
Create & Maintain Documentation:
- Develop, write, and maintain detailed Scope of Work (SOW) documents, standard operating procedures (SOPs), technical workflows, and user guides for various internal and client-facing projects.
- Ensure that all documentation is accurate, consistent, and adheres to company standards.
Collaboration with Cross-Functional Teams:
- Work with developers, product managers, customer service teams, and digital marketing experts to understand and document their processes, workflows, and technical requirements.
- Translate technical jargon into clear and accessible documentation for non-technical stakeholders.
Scope of Works Development:
- Assist in drafting SOWs for development projects, ensuring that the scope is clearly defined, expectations are aligned, and deliverables are documented in a comprehensive and client-friendly manner.
- Collaborate with project managers and clients to clarify and capture project requirements.
Process Documentation:
- Map out and document end-to-end workflows and processes for different departments, including eCommerce development, product master data management, customer service workflows, and digital marketing campaigns.
- Ensure processes are clearly outlined for easy onboarding, training, and operational efficiency.
Review & Update:
- Conduct regular reviews of existing documentation to ensure it remains relevant, up-to-date, and reflective of evolving company practices and industry standards.
- Identify gaps in current documentation and proactively work with relevant stakeholders to close those gaps.
Support Project Management:
- Assist project managers by developing documentation that facilitates smoother project execution, including timelines, milestones, and task-specific instructions.
- Provide project teams with comprehensive documentation that outlines requirements and deliverables.
Develop Technical and Non-Technical Content:
- Create technical content such as API documentation, development guides, and code commentaries as required.
- Write non-technical, easy-to-understand manuals for customers and staff, such as training materials, troubleshooting guides, and operational manuals.
Required Skills & Experience:
- Proven Experience: 3+ years of experience as a Technical Writer, preferably within an eCommerce agency or tech company.
- Technical Proficiency: Understanding of eCommerce platforms, web development processes, and digital marketing services.
- Process Documentation Expertise: Strong experience in mapping out business processes and workflows for technical and non-technical teams.
- Excellent Communication Skills: Ability to communicate complex technical concepts in a clear, concise, and structured manner for various audiences.
- Collaboration Skills: Comfortable working in cross-functional teams across multiple departments.
- Attention to Detail: A strong eye for detail, ensuring accuracy and consistency in all documentation.
- Project Management: Familiarity with project management principles, timelines, and scope definition.
- Tool Proficiency: Experience with documentation tools like Confluence, Click-up, Microsoft Office, Google Docs, or similar. Experience with process mapping tools (e.g. , Miro,) is a plus.
Desirable Skills:
- Familiarity with eCommerce platforms (e.g., Shopify, Magento).
- Basic understanding of SEO, digital marketing tactics, and eCommerce analytics.
- Knowledge of product information management systems (PIM) and customer service tools (e.g., Zendesk, Freshdesk).
- Experience with Agile or Scrum methodologies.
Qualifications:
Bachelor’s degree in Technical Writing, Communication, English, or a related field. Equivalent experience will also be considered.
Certifications in technical writing, process improvement, or project management (e.g., PMP, Six Sigma) are a plus.
What We Offer:
Competitive salary based on experience.
Work on brands like Ackerman’s, Diesel, Superdry, Reebok, Levi’s and many more
Get staff discounts on our clients
Flexible working arrangements (remote/hybrid).
Opportunities for professional development and growth.
A collaborative, innovative, and forward-thinking work environment
About eComplete
We create and manage the perfect environment in which e-commerce thrives. Our first-of-a-kind, fully-managed, end-to-end e-commerce solution helps brands and retailers get to market at a fraction of the time and cost. We manage the entire e-commerce journey – from click to delivery – enabling our clients to stay focused and what they do best. Our mission is to ignite more e-commerce globally and to connect customers with their favorite brands. We are not just changing the e-commerce industry, we are launching it into the next universe of retail.