Content Specialist

As a Content Specialist on the CX Scaled Content Creation team, you’ll write knowledge base articles for our help center and internal support knowledge base. You’ll work closely with subject matter experts from CX, product, design, and marketing to create content that supports product launches and optimization projects. This is a production-level position where you’ll work on multiple projects simultaneously, developing content for both consumer and business audiences, as well as internal support agents. You’ll join a fast-paced, globally distributed team that “translates” technical concepts into clear, concise copy.

Position Responsibilities:

• Interview subject matter experts and conduct discovery research to discern content organization
• Write, edit, and optimize external knowledge base content on help center platforms
• Update internal knowledge base articles, including troubleshooting guides, handling procedures, one-pagers, and how-to articles
• Maintain and update a collection of support macros for support agents that demonstrate the company’s support voice and tone
• Work directly with the Training Development team to ensure cohesive messaging to support agents
• Collaborate with cross-functional stakeholders to support product launch activities
• Participate in content peer reviews and provide concise, actionable feedback

Position Requirements:

• 1-3 years experience documenting software products
• Proven experience in technical writing and/or software documentation, with a portfolio
• Ability to work autonomously with excellent time management and organizational skills
• Ability to deliver high-quality content, paying extreme attention to detail
• Ability to quickly grasp complex technical concepts and make them easily understandable for support teams
• Experience developing written content, adhering to style and brand guidelines