Hi, I’m Caitlin.

I work at Greenhouse Software in San Francisco, CA. As Greenhouse’s second technical writing hire, I create end-user documentation for the company’s full suite of hiring and recruiting products. My work days are filled with:

• Interviewing Product Managers about new features, then creating and executing documentation plans
• Addressing internal documentation update requests
• Partnering with customer-facing teams to identify opportunities for new documentation based on common customer questions and issues
• Authoring weekly release notes highlighting updates and bug fixes
• Editing partner documentation for clarity, accuracy, and adherence to Greenhouse style
• Maintaining a Help Center of 1500+ articles
• Identifying and submitting bugs to Engineering for resolution
• Reviewing weekly self-service metrics to ensure users find the answers they need (and creating new content when they don’t!)

Prior to joining the Documentation team, I was a Customer Support Specialist for nearly 2 years. During my time on the Customer Support team, I delivered impressive performance metrics, created a Greenhouse Support Style Guide, and identified opportunities to work on projects with the Documentation team. Before Greenhouse, I spent over 7 years with Apple Retail (Sales Specialist, Technical Specialist, and Genius Admin).

While working in customer support roles, I sought opportunities to use my unique skill set to better my organizations and teams. During my time with Apple Retail, I completed two communications-based internships in Cupertino and Sunnyvale, respectively. In one internship, I wrote store process guides and articles for an internal application published weekly to Apple’s global retail audience. In the second, I copy edited service documentation used by Apple-certified technicians to troubleshoot and repair hardware.

I gained innumerable skills through my customer support experiences at both Greenhouse and Apple, but consider these the most important:

• The ability to break down complex concepts into simple explanations
• A sixth sense for an end user’s questions before they ask — which now allows me to proactively address those questions when creating documentation

My background also includes a few non-documentation roles that provided great experience, such as taking on freelance writing and editing projects, a five-month internship with FleishmanHillard’s Internal Communications team, and serving as the Assistant News Editor for my college’s newspaper.

I’m curious and technical, and I like helping users accomplish their goals. I am seeking internal and external documentation opportunities, as well as UX writing roles, in the Bay Area.