Freelance Help Desk / Knowledge Base Writer – B2B SaaS

About Us We are a fast-growing B2B SaaS company building the next-generation operating system for the waste management and hauling industry. Our cloud-based platform replaces fragmented, paper-based systems with fast, reliable, and connected workflows for dispatchers and drivers. We value transparency, agility, and shipping real-world solutions without corporate bloat. The Role We are looking for a clear, concise Freelance Help Desk Writer to build and maintain our customer-facing knowledge base. You will be responsible for translating our software’s workflows—from route planning to driver mobile apps—into easy-to-follow, step-by-step documentation. You will own the end-to-end lifecycle of our help center content, ensuring that dispatchers and drivers can easily find the answers they need to keep their operations running smoothly. Core Responsibilities End-to-End Documentation: Lead the ideation, drafting, and rigorous proofing of help desk articles, FAQs, troubleshooting guides, and product release notes. Visual Asset Management: Help center articles require heavy visual context. You will be responsible for sourcing, creating, or ordering necessary visual assets—this heavily includes capturing high-quality product screenshots, creating screen-recording GIFs, and adding clear annotations (arrows, highlights) to guide the user. Knowledge Base Management: Collaborate with our site management team to logically organize, categorize, and place content within our help center, ensuring it is highly searchable and easy to navigate. User-Centric Translation: Take technical software updates and translate them into simple, actionable language tailored to an audience of hauling professionals and commercial drivers. Compensation Structure This is a freelance, contract position. We are planning on paying a fixed rate per delivery (per completed help desk article/document). We want a partner who focuses on delivering clear, complete, and visually helpful documentation efficiently. What We Are Looking For Proven experience writing technical documentation, help center articles, or user manuals for B2B SaaS or technology products. A mastery of plain, straightforward language that helps non-technical users solve problems quickly without jargon. Proficiency in creating software visuals using screen capture and annotation tools (e.g., Snagit, Loom, or similar). A self-starter capable of taking a new feature release and independently turning it into a polished, published help article. Timeline & Next Steps We are moving quickly. We are conducting interviews this week with a target start date later this month.