Content Specialist
New
U.S.ContractMiddle
Salary25 - 40 USD per hour
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Job Details
- Experience
- 2-5 years
- Required Skills
- Project ManagementJiraCustomer support
Requirements
- 2-5 years of experience in technical writing, knowledge management, or a related field.
- Experience in customer support, technical support, or customer success.
- Strong writing skills with a track record of producing clear content for diverse audiences.
- Hands-on experience with Zendesk Guide.
- Demonstrated ability in knowledge management systems and content governance.
- Project management skills in a fast-paced, ambiguous environment.
- Understanding of system architecture and data management to collaborate with Product and Engineering teams.
- Experience leading a knowledge base overhaul or content taxonomy project from scratch.
- Creative, solution-oriented mindset with a focus on continuous learning.
Responsibilities
- Write, edit, and maintain Knowledge Base articles for internal agents and member-facing platforms.
- Build agent enablement guides, help center articles, templated replies, and in-product support content.
- Identify and resolve content gaps, duplication, and inconsistencies to improve resolution rates.
- Partner with CX leaders and trainers to ensure procedures and training materials are current.
- Manage content intake and publishing via Zendesk/Jira with rapid turnaround on high-impact updates.
- Represent the content team in cross-functional workstreams like product launches and policy changes.
- Optimize content structure and taxonomy using analytics and UX insights.
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