Technical Writer

We are seeking a detail-oriented and highly articulate Technical Writer to join our Operations team. This role is critical in transforming complex operational, product, and regulatory content into clear, concise, and action-oriented documentation for internal teams and clients. The ideal candidate will have exceptional English writing and speaking skills, preferably with experience in chargebacks, card network guidelines, and SaaS platforms. You will collaborate with stakeholders across Operations and Product teams to develop materials such as Custom Dispute Packages (CDPs), SOPs, client-facing manuals, and operational guidelines that meet US business and regulatory standards.

You’ll play a crucial role in shaping the clarity, quality, and compliance of client deliverables and internal standards that directly impact chargeback outcomes. This is an exciting opportunity to work closely with global teams, expand your fintech knowledge, and contribute meaningfully to protecting client revenue.

Key Responsibilities :

• Draft, review, and update Custom Dispute Packages (CDPs) in alignment with Visa, Mastercard, and network scheme rules.
• Translate complex operational procedures and technical requirements into crisp, bulleted documentation that is easy to consume and aligned with client needs.
• Create and maintain internal and client-facing documentation : SOPs, knowledge base articles, training content, reference guides, workflow diagrams, and platform usage manuals.
• Analyze card scheme rules and network updates to redraft and optimize dispute documentation.
• Ensure content consistency in style, tone, and formatting across all operational documentation.
• Conduct regular content audits and incorporate feedback from QA, Client Success, and Operations leads to ensure documentation remains accurate and updated.
• Collaborate with SMEs, and Product Managers to document SaaS product flows, client onboarding journeys, alerts, dispute workflows, and representment strategies.

Qualifications & Requirements :

Preferred :