TL;DR - Instant is looking for a Technical Writer to enable our Customer Support function. You’ll play a critical role in creating and maintaining our technical documentation, and help shape how support scales across thousands of fast growing brands. This is a high impact role for someone who’s tech curious, eager to learn, and excited to help build a generational company.

Why Instant:

Instant is the world’s first AI-powered marketing manager built for ecommerce. Today, we’re quickly becoming the most important piece of technology to help the fastest growing brands on the planet to significantly scale their revenue - on autopilot. We're reinventing how brands bring their lost shoppers back to purchase through AI-powered email and SMS retention marketing. Our ambition is to be just as important and essential as Meta when it comes to helping an ecommerce brand scale.

This is a rare chance to help build a generational company at a true inflection point. Today, we service over 1,000+ of the worlds fastest growing brands like ThirdLove, David Protein, July Luggage and Meshki, with Instant’s products generating over 30% of our customers annualised revenue. We have strong product-market fit, adding more than $1M in ARR every month, 100M’s of shoppers interacting with Instant everyday, and the backing of world-class investors with over $35M raised from Blackbird, Hummingbird and Hubspot. We’re scaling fast.

The work is ambitious, the talent bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched. Instant would be the fastest moving company you’d ever be apart of in your career. So, if you consider yourself ambitious, we invite you to join us!

What you’ll do:

• Create and maintain our technical documentation.
• Handle customer support tickets, answering technical and product-related questions based on our documentation.
• Partner with our Customer Success Managers and Product & Engineering team to find solutions to and document customer’s technical problems.
• Work with our Operations team to optimise and automate the customer support experience through AI.

What we’re looking for:

• Excellent written and verbal communication skills.
• Technically savvy, and comfortable creating technical documentation.
• Empathetic, resourceful, and proactive.
• Curious, adaptable, and quick to learn new tools.
• Prior customer service experience is a must.
• Prior SaaS/eCommerce experience is a plus.

We offer a comprehensive benefits package including employee equity, competitive compensation, $1K annual wellness stipend and daily team lunch. This role is hybrid, based in Surry Hills, 3 days per week (Tuesday, Wednesday, Thursday).