Senior Technical Writer in Toronto

Join to apply for the Senior Technical Writer, GenAI role at Trustly. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$80,000.00/yr - CA$120,000.00/yr.

At Trustly, we are on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do. We are revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value. With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our "work from anywhere" policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

ABOUT THE ROLE

You are a passionate content writer with broad expertise in technical, help & support writing who cares deeply about enabling your customer’s successes. As a Senior Technical Writer at Trustly, you will create clear and concise content for a wide range of customers and stakeholder touchpoints in a software environment. This content will be used to answer questions and guide and train consumers, merchants, and employees on the use and optimization of Trustly solutions. This is a remote role based in Canada only.

WHAT YOU'LL DO

• Customer-facing help and support: Designing, writing, and publishing online self-service and support content for our customers (FAQs, How-To Articles or Videos, point-of-need snippets, hover-help, etc.)
• Employee knowledge base articles: Creating, updating, and maintaining employee-specific content to detail policies or procedures that enable customer success
• Customer response library: Develop and maintain a library of responses for common inquiries, ensuring efficiency and consistency in customer interactions
• Enterprise merchant process and procedures: Designing, writing, and publishing procedural and how-to manuals for enterprise merchants using our solutions
• Gen AI content designer: Backup writer for conversational AI platform to create and refine conversational flows for the Gen AI platform, ensuring seamless and personalized customer interactions.

WHO YOU ARE

• 5+ years of experience in technical writing and content management in a software environment with experience in conversational design principles and practices; payment experience is an asset
• Experience creating customer help and support content (FAQs, point-of-need help, hover help, guided support, etc.).
• Experience writing clear documentation and procedural materials
• Experience developing and managing a content taxonomy
• Experience with the unique requirements of B2B and B2C content approaches
• Experience working within collaborative, cross-functional product teams performing audience and task analysis to identify and create content for new product and service offerings
• Adept at creating content that is both human-readable and machine-consumable, enabling efficient knowledge sharing and retrieval across various platforms
• Creative use of visual help (images, workflows, expandable sections of content, video content).
• Ability to report on outcomes for the content domain, including what data is important, how to visualize the data, and how to tell the story using the content data
• Proven experience prioritizing work and managing stakeholder expectations
• Experience using Salesforce Knowledge is an asset

Applications for this role are accepted on an ongoing basis.

WHAT WE OFFER

At Trustly, you will have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we are shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You will be challenged and empowered to grow, making a real impact every step of the way. Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. We embrace a remote-first culture that empowers you to balance your career ambitions with personal fulfillment.

The total compensation packages include competitive salaries, bonus plans, and stock options. We offer innovative perks and benefits packages that include:

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work.