The Role
Create and maintain technical knowledge-base content for Reward Gateway’s SaaS products. Responsibilities include identifying knowledge gaps, collaborating with product and technical teams, developing release content, writing how-to guides and process instructions, structuring Help Center articles, promoting knowledge-base usage, and measuring content effectiveness. The role requires strong technical writing, product knowledge, cross-functional collaboration, analytical thinking, and the ability to explain complex concepts clearly to broad audiences.
Summary Generated by Built In
Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions.
Guided by our shared missions - ‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’ - we’re committed to transforming workplaces and improving people’s daily lives.
Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.
Your Role in Our Mission:
Our mission is to make the world a better place to work and to achieve this mission we need a Technical Writer to build expert content on our platform and products for our knowledge base. You’ll play a key role in identifying knowledge gaps and building effective content to fill them. You will be technically minded with experience writing communications on technical concepts and workflows for a broad audience that are clear and practical.
We’re on a journey to transform our knowledge base into a world-class knowledge hub for our internal client-facing teams and clients. You will be a key part of our knowledge community and play a crucial role in building expertise on our product and platforms.
What's In It For Me?
Wellbeing and benefits: We believe people perform at their best when they feel supported both professionally and personally.
Our benefits have been designed around five core principles: Fairness, Choice, Balance, Wow and Easy. Benefits vary by country and location and are regularly reviewed to meet the needs of our people.
Find out more about our rewards, benefits and wellbeing offering here.
Flexible, hybrid working: Our offices are available for you as often as you like. Our teams are based in our Sofia or Plovdiv office.
Guided by our shared missions - ‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’ - we’re committed to transforming workplaces and improving people’s daily lives.
Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.
Your Role in Our Mission:
Our mission is to make the world a better place to work and to achieve this mission we need a Technical Writer to build expert content on our platform and products for our knowledge base. You’ll play a key role in identifying knowledge gaps and building effective content to fill them. You will be technically minded with experience writing communications on technical concepts and workflows for a broad audience that are clear and practical.
We’re on a journey to transform our knowledge base into a world-class knowledge hub for our internal client-facing teams and clients. You will be a key part of our knowledge community and play a crucial role in building expertise on our product and platforms.
What's In It For Me?
Wellbeing and benefits: We believe people perform at their best when they feel supported both professionally and personally.
Our benefits have been designed around five core principles: Fairness, Choice, Balance, Wow and Easy. Benefits vary by country and location and are regularly reviewed to meet the needs of our people.
Find out more about our rewards, benefits and wellbeing offering here.
Flexible, hybrid working: Our offices are available for you as often as you like. Our teams are based in our Sofia or Plovdiv office.
Some of Your Responsibilities & Core Duties will include:
- Take an active role in understanding the product areas and identify subsequent knowledge gaps and work with SMEs to address them
- Create content plans for new development and with work with the relevant stakeholders to capture information for release date
- Measure the performance of content and optimise it as needed to enhance user engagement and knowledge sharing
- Collaborate with product and technical teams to write content, process flows and instructions on key features
- Actively promote the knowledge base internally as the primary resource for information and support
- Review existing articles and refine content for better engagement, knowledge sharing, and scalability
- Write accurate, well-organised, consistent, and highly effective content for new and updated features of our service
- Prepare how-to guides, instructional content and technical concepts for our releases, updates and specific feature sets
- Create, style and structure our Help Center content
- Maintain a high level of product knowledge: Proactively develop knowledge in the Reward Gateway | Edenred platform, associated modules and partner products
The Experience and Key Skills you will have:
- Prior background in technical writing
- Strong knowledge of technical writing tools and software
- Previous experience working with Zendesk as a knowledge base (preferable)
- Excellent problem-solving skills
- Proficient English with demonstrated ability to write explanations of technical concepts to a broad audience in a way that is simple and usable
- Expert in producing multi-form communications for tech/SAAS products
- Experience working across multiple teams e.g., training, engineering, account management, success teams & third parties
- Persuasive writing skills, the ability to reflect technical accuracy
- Analytical with an improvement mindset to measure success and impact of internal comms and how it relates to the success of our products
- Experience in using AI tools to optimise content is preferred
The Interview Process:
- Video call with a member of the Talent Acquisition Team
- Virtual or in-person interview with the Knowledge Base Manager
- Written assessment
At Reward Gateway | Edenred we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want every employee to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds, and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it’s about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work!
About
Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company. Bridging that engagement gap is what drives us.
Skills Required
- Prior background in technical writing
- Strong knowledge of technical writing tools and software
- Experience working with Zendesk as a knowledge base
- Excellent problem-solving skills
- Proficient English and ability to explain technical concepts clearly to a broad audience
- Expertise producing multi-form communications for technology or SaaS products
- Experience working across multiple teams, including training, engineering, account management, customer success, and third parties
- Persuasive writing skills with the ability to maintain technical accuracy
- Analytical mindset and experience measuring the success and impact of internal communications
- Experience using AI tools to optimize content
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The Company
