Customer Experience Writer

Call Tracking Metrics  is a cutting edge software within the SaaS/UCaaS space helping drive revenue for 100,000+ clients in over 90 different countries.

Our

Purpose:

To create a better human experience through technology.

Our Mission:
We empower businesses with the tools to transform conversations into an advantage.

Our Vision:
We revolutionize the ways in which people and businesses connect.

• We help businesses determine which ad campaigns produce the highest return on investment, ultimately driving more conversions, increasing efficiencies, and automating their operations.
• We help contact centers support and better connect with their customers by offering a variety of tools such as our mobile app, transcriptions, chat and text messaging features, queue tracking, and incredible analytics.
• We help businesses work remotely as effectively as they do in-person through our soft-phone and contact center support tools, helping thousands of businesses employ team members around the world.
• We enable automation through powerful AI features to enhance workforce productivity, discover business opportunities and improve the human experience of communication by reducing the time spent on boring tasks and allowing more human time to interact.

Our headquarters is in Maryland, but we have team members around the country focused on helping our customers. We pride ourselves on our amazing culture, which you can learn about here.

We are seeking a Customer Experience Writer to join our Product team. This role shapes how customers understand, navigate, and realize value from our product, directly influencing adoption, retention, and self‑service success. You will collaborate cross‑functionally with Product, Engineering, Marketing, Sales, Account Management, and Support to transform complex technical concepts into clear, actionable communications and documentation.

You will own and continuously improve our knowledge base, product content, in‑app messaging and guidance, onboarding and adoption materials, and customer communications for new and enhanced features, ensuring customers can successfully discover, understand, and use our product at every stage of their journey. Partnering closely with Product Managers, you will translate product requirements into clear, user‑centered resources that support customers and equip internal teams with accurate, aligned messaging.

• Develop and maintain in‑app content that guides users through key workflows, including onboarding flows, tooltips, banners, modals, walkthroughs, empty states, and contextual help.
• Collaborate closely with Product Managers and Designers to ensure messaging is intuitive, consistent, and seamlessly integrated into the user experience.
• Drive feature discovery and adoption by delivering clear, timely guidance that communicates next steps, highlights value, and enables users to achieve successful outcomes.

• Draft customer‑facing emails and announcements for new and updated features, product changes, and improvements.
• Translate product requirements and release notes into concise, scannable explanations that help customers understand what’s changing, why it matters, and how to take action.
• Collaborate closely with Marketing to align messaging across in‑app content, documentation, and external communications.
• Collaborate closely with Marketing to ensure consistent, aligned messaging across in‑app experiences, documentation, release communications, and external channels, strengthening clarity and driving adoption.

• Serve as the owner and steward of the knowledge base, creating new articles while continuously refining structure, organization, templates, and content standards to ensure clarity and scalability.
• Maintain accuracy and alignment with the product by proactively updating screenshots, UI labels, navigation paths, and instructional language as features evolve.
• Define and uphold documentation best practices, including governance processes, content lifecycle management, review cadences, and…