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Knowledge Base Content Developer / Technical Writer

Product Management, London, Full Time, £35,000 - £40,000 / year

Job Description

At Reward Gateway, we’re driven by our mission to “make the world a better place to work.” Across the globe over 750 of us work together to bring this to life through our products and technology. We help our 4000+ clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

Your Role in our Mission
To achieve our mission we are seeking a Technical Writer/Content Developer to build expert content on our platform and products for our Knowledge Base. As an experienced writer, you'll take an active role in identifying knowledge gaps and building effective content to fill them. You'll write technical communications in a way that is clear and simple to understand across a variety of audiences.

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 driving expertise on our product and platforms so our clients can make their world a better place.

What’s In It For Me?
A chance to be part of an extremely well established, stable and high growth ‘Unicorn’ SaaS company with a Glassdoor employer rating of 4.9 out of 5.

Over 50 benefits in our employee benefits package including: 
  • A flexible holiday plan of up to 40 days per year
  • £400 a year Wellbeing Allowance
  • Unlimited professional development books, E-books, podcasts
  • Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
  • Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands

Key Responsibilities

  • Proactively understand knowledge gaps and work with the relevant stakeholders to develop content to address them 
  • Measure performance of content and optimise content as required
  • Work with product and technical teams to write content, process flows and instructions on key features 
  • Actively promote the knowledge base internally as the go-to place for knowledge 
  • Review existing articles and optimise for improved engagement and knowledge-sharing as well as for scale 
  • Write accurate, well-organised, consistent, and highly effective content for new and updated features of our service in the appropriate forms (flow charts, tutorials, videos etc.)
  • Prepare how to guides, instructional content and technical concepts for our releases, updates and specific feature sets
  • Build technical content for our customer support team
  • Collaborate with other writers and customer support representatives to ensure that our customers receive the best possible support
  • Maintain a high level of product knowledge
  • Collaborate with the Knowledge Base Manager, Training Manager and wider stakeholders build content to identify and fill knowledge gaps 


  • Proven experience in technical writing with solid understanding of technical writing tools and software
  • Demonstrated problem-solving skills
  • Strong communication and interpersonal skills - proficient/native English 
  • Expert in producing multi-form communications for tech/SAAS products
  • A Bachelor's Degree in a relevant field or equivalent 
  • Proven track record of writing technical communications in a way that is simple to understand and usable
  • Experience working across multiple teams e.g., training, engineering, account management, success teams & third parties
  • Excellent written and verbal communication skills, including the ability to succinctly articulate key points that reflect technical accuracy 
  • Analytical with a solution focussed approach to measure success and impact of internal comms and how it relates to the success of our products 
  • Strong technical skills to develop knowledge in the Reward Gateway platform, associated modules and partner products

The Interview Process

  • Telephone call with a member of the Talent Acquisition Team 
  • Virtual or in-person interview with Director of Product Ops
  • Written Assessment 

At Reward Gateway, 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.
At Reward Gateway, we want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.

We hire BETTER.
Find out more about Reward Gateways approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
Apply Now

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