Documentation Writer (Agent & AI support)

Documentation Writer (Agent & AI support)

Customer Care

London - The River Building HQ

Permanent

Remote

Ready to apply?

Get started with your online application.

Not quite your dream role? Sign up to get notified when the right vacancy comes along.

The Team

The Premium and Automated Care team, part of the Marketplace Support department, manages our AI Chatbot and customer care operations. We are expanding and seeking new talents to help manage AI routines and deliver effective training to our agents. We aim to develop skills in AI-powered support and uphold our Premium Care policies.

Our team is committed to delivering exceptional customer service through efficient interactions and quick resolutions. We operate in a fast-paced, collaborative environment that values proactivity and resilience. We continuously analyze and improve our support functions to optimize both automated and human-assisted support.

The Role

We are looking for a Documentation Writer to support our Premium agent support and AI integration. Reporting to the Process Manager, you will convert existing knowledge base content into clear, concise documentation to train and support our chatbot. This role requires strong organizational skills and the ability to simplify complex information. You will work closely with various stakeholders to gather insights and refine content, ensuring clarity and usability. If you are passionate about impactful content creation and thrive under deadlines, we invite you to join us in delivering excellent service.

What you'll be doing

• Review and edit content to meet quality standards, ensuring error-free information.
• Regularly audit chatbot scripts to ensure a top-tier experience for agents and users.
• Create scripts for the AI chatbot, focusing on persona, flow, and accuracy, aligned with brand standards.
• Develop, test, and troubleshoot scripts to improve accuracy and user experience, impacting customer satisfaction and automation.
• Participate in meetings with operations, process, quality, training, and product teams for updates and insights.
• Serve as a point of contact for content-related queries.

Supporting our Agents

• Assist in developing engaging training materials for onboarding and ongoing learning.
• Gather stakeholder feedback to improve documentation relevance and effectiveness.
• Participate in agent onboarding sessions if needed.

Skills

• Experience in technical writing, content creation, or related fields preferred.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple tasks.
• Strong attention to detail and organizational skills.
• Proficiency in Google Docs and similar tools.
• Ability to explain complex technical info clearly.
• Experience with chatbots or AI is a plus.
• Fluency in English; additional languages (Urdu, French, Italian, Portuguese, Arabic) are advantageous.

Additional Requirements

• Experience as a customer of Deliveroo or similar food delivery apps in the UK.
• Minimum 3 days/week working from London office.
• Up to 3 travel instances per year.