At Ada our mission is to make customer service extraordinary for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages - with the least amount of effort.
Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Wealthsimple, Canva, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx
At Ada, our Lead Technical Writers have complete ownership of our publicly available product documentation, ensuring the delivery of best-in-class materials that empower our customers and stakeholders to maximize their success with Ada’s AI platform. As a Lead Technical Writer, you will play a pivotal role in maintaining the integrity and quality of our content across all our publicly available product documentation as well as transforming our documentation.
You are a detail-oriented, technically proficient writer who not only excels at creating clear and concise documentation but also enjoys getting hands-on with the product. You are comfortable using APIs, testing integrations, and working directly within our AI management platform. You’re eager to dive into installing our SDKs on websites or mobile apps, tweaking configurations, and validating end-to-end user experiences. Your expertise extends beyond writing—you understand the underlying technology that powers our platform and can translate complex technical concepts into digestible and actionable content for various audiences.
You bring a wealth of experience in using Markdown, Git, and other modern documentation tools to create and maintain robust content structures. You have a foundational understanding of CSS, HTML, and JavaScript, which allows you to customize and optimize documentation, making it both interactive and informative. If you are someone who thrives on the intersection of technology and communication, want to work closely with development teams, and want to shape the narrative of Ada’s platform, this role is for you.
Who we are looking for
- At least 5 years of technical writing experience in a technology-focused organization, with a proven track record of producing high-quality content that effectively communicates complex technical concepts.
- Hands-on experience working with APIs, testing integrations, and configuring SDKs. You can independently test Ada’s features and validate technical documentation by working directly with the product.
- A strong understanding of web technologies like HTML, CSS, and JavaScript. While not a developer role, your ability to read, edit, and create code examples will be crucial for creating documentation and to enhance our documentation framework
- Expertise in using Markdown and familiarity with Git for managing and reviewing documentation, collaborating with engineers, and contributing to code-based documentation projects.
- Experience supporting cross-functional teams, understanding complex technical concepts, and delivering content that adds value to both technical and non-technical audiences.
- Proven ability to work with various stakeholders and deliver documentation that aligns with product strategy, customer needs, and technical standards.
- Self-motivation and a proactive approach to identifying and addressing documentation needs, ensuring that our content remains cutting-edge and highly impactful.
- Familiarity with AI and machine learning concepts, or a willingness to quickly learn and adapt these concepts into documentation
What you get to do every day
- Own Documentation Quality: Maintain and continuously improve the style guide, provide templates and master examples, and ensure the documentation structure is intuitive and easy to navigate.
- Create and Update Content: Develop new content based on evolving customer needs, transform older content to align with current goals, and proactively address gaps such as errors and missing information.
- Review Content Created by Teams: Serve as a PR reviewer for documentation submitted by Product, Engineering, and other teams. Review release notes, API references, feature documentation, and how-to guides to ensure they meet quality standards and adhere to Ada’s style guide.
- Support Cross-Functional Teams: Offer guidance to product teams on best practices for documenting new features, providing support in structuring content and offering feedback on UI copy when needed.
- Own and Develop Key Documentation Sections: Manage general sections that span across the product, including overviews, key concepts, security documentation, and API reference materials like versioning, rate limits, and integration guides.
- Own the Tool Stack: Oversee the documentation platform, API reference tools, release notes tools, and contribute to automation and process improvement projects around the documentation tooling.
- Leverage AI Tools: Integrate AI tools to automate repetitive tasks, streamline content creation, and enhance overall efficiency and content quality. Be comfortable experimenting with new technologies and recommending tools that can optimize the way we manage our documentation pipeline.
Benefits
- Competitive salary and generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
Perks
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
The expected salary range for this position is $124,000 to $180,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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About Us
Ada is a rapidly growing company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.
We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities, even if you don’t meet every qualification we listed, because members of marginalized communities are less likely to apply if they don’t meet every qualification. We believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation.
Our values are our fundamental driving forces for decision-making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.
Everyone has their own unique talents. Even if you don’t meet 100% of the above qualifications, tell us why you’d be a great fit for this role in your application.
Top Skills
What We Do
Built for support teams, Ada's AI-powered customer service automation platform helps enterprises effortlessly resolve their customer inquiries in any language or channel. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide.
Why Work With Us
Join Ada at the forefront of AI-powered customer service.
We’re a team of brilliant and fast-moving minds driven toward defining the future of automation.
Our radically transparent culture energizes and inspires us to continuously raise the bar.
Make an impression. Own it at Ada.
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