Technical Writer

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.

In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

We are looking for a Technical Writer to develop end-user documentation for the Kustomer platform. As a Technical Writer, you will help us to enrich our knowledge base, craft and own communication about each new product release in collaboration with product and engineering, and optimize our knowledge to drive impact through AI.

You'll be responsible for:

• Creating content for Kustomer’s support center and developer documentation

• Designing and maintaining AI-integrated documentation workflows that automatically generate, review, and update product content through connections with the codebase, Productboard, and design tools

• Identify areas of opportunity for improving adoption of self-help through improved documentation

• Working with the Product, Marketing, Customer Experience, and Engineering teams to ensure content completeness and accuracy

• Building parts of the Kustomer user guides for existing and new features of the product

• Providing data driven information to product teams about feature complexity, confusion on behalf of users

• Reviewing and editing all user instruction text and error messages in the product

• Acting as a human-in-the-loop editor—curating, verifying, and improving AI-generated drafts to ensure accuracy, clarity, and tone consistency

• Driving innovation in technical writing by rethinking documentation workflows and content creation processes through the strategic use of AI tools and automation

Your qualifications:

• You possess excellent technical writing skills

• You have experience developing end-user documentation for web-based applications

• You have a working knowledge of standard web technologies (HTML, CSS) and Javascript

• You are capable of using code repositories and command-line interfaces to review source code, extract relevant information, and document APIs effectively.

• You have demonstrated success in self-managing your writing projects

• You are experienced at writing content that is easily translatable into other languages

• You are comfortable using AI to optimize your efficiency as a technical writer

• Bonus points if you have direct experience in the CRM/startup space

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.