Customer Trust Writer
Global RelayWho we are:
For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
The role:
The Customer Trust Writer is responsible for building customer confidence in Global Relay by owning high-quality responses to RFPs, RFIs, and due diligence questionnaires (DDQs), while also developing clear, accurate, and customer-facing security and trust documentation.
This role bridges Customer Trust, Sales, Security, Legal, and Product teams—translating complex technical, security, and compliance concepts into clear, compelling, and customer-ready content. The role plays a key part across the customer lifecycle, from pre-sales to ongoing customer trust and assurance.
Your responsibilities:
- Own end-to-end responses to RFPs, RFIs, and security questionnaires, including drafting, editing, and final submission.
- Develop persuasive, tailored executive summaries and proposal content aligned with customer requirements.
- Partner with Sales and Account teams to align responses with customer priorities and business context.
- Lead and manage responses to due diligence questionnaires (DDQs), vendor assessments, and annual reviews.
- Develop, maintain, and continuously improve customer-facing documentation.
- Work with subject matter experts (Security, Engineering, Legal) to validate and update content.
- Ensure consistency, accuracy, and alignment with approved messaging and certifications (SOC 2, ISO, etc.).
- Collaborate closely with Security, Legal, Product, Engineering, and Customer Success teams.
- Translate complex technical concepts into plain language for customer consumption.
- Track multiple deliverables and deadlines, ensuring timely and compliant submissions.
About you:
- 5+ years of experience in technical writing, proposal writing, customer trust, or pre-sales content development.
- Bachelor’s degree in English, Communications, Computer Science, or a related field.
- Experience in SaaS, cloud, or enterprise technology environments (strongly preferred).
- Proven experience handling RFPs, RFIs, DDQs, or security questionnaires.
- Strong understanding of security, privacy, and compliance concepts (e.g., SOC 2, ISO 27001, GDPR).
- Exceptional writing, editing, and proofreading skills with attention to detail and accuracy.
- Ability to simplify complex technical and security concepts into clear, customer-friendly language.
- Experience working with cross-functional teams and SMEs.
- Ability to manage multiple concurrent questionnaires, proposals, and documentation updates with clear prioritization and deadline management.
- Experience with proposal, knowledge management, CRM, or workflow tools such as Loopio, Salesforce, Jira, or similar platforms is a plus.
Compensation:
Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program.
For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!
What you can expect:
At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.