Senior Technical Writer, GenAI

WHO WE ARE

At Trustly, we’re 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’re 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.

Fueled by this purpose, we’ve grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $100 billion annually. 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.

Now is the perfect time to join us and help accomplish our mission. If you’re inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we’d love to hear from you!

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. The role reports to the Senior Director, Client Support, and is accountable for intelligent, engaging, and reusable content across the core areas outlined below.

• 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. Leverages AI to drive efficiency in content writing as needed.

• 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.
• #LI-Remote

Applications for this role are accepted on an ongoing basis.

SALARY RANGES IN US-BASED ROLE POSTING

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Recruiters can share more information with applicants about the specific salary range for preferred locations during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, and other perks and benefits.

WHAT WE OFFER

At Trustly, you’ll have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we’re shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You'll 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. At Trustly, we foster a workplace where everyone feels they belong—a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

Trustly’s 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!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

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.  All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.