Working remotely in a full-time capacity, the Customer Experience Technical Writer will develop and maintain clear, structured work instructions and workflow documentation to guide frontline employees through complex customer interactions, ensuring documentation aligns with operational requirements and enhances service delivery.
Key responsibilities
Translate product, benefit, technical, and operational requirements into clear, task-based work instructions for customer experience teams
Design and maintain decision-based workflows that guide frontline employees through complex service scenarios
Collaborate with internal stakeholders to ensure documentation is accurate, consistent, and reflective of real-world use cases
Required qualifications
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/health plan setting
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
Strong technical writing skills with emphasis on clarity, structure, and usability
Customer Experience Technical Writer
Virtual Vocations Inc · New York, NY, USA ·
- Job type:
- Full Time