Key Responsibilities:
- Build, review and edit help center articles, FAQs, guides, and other content to ensure clarity, consistency, and accuracy.
- Ensure content is accurate, up-to-date, and user-friendly and regularly audit content to ensure it reflects the latest product updates and user feedback.
- Refine content to ensure it adheres to brand guidelines, including tone, voice, and style.
- Optimize content for user experience and discoverability, ensuring it is easy to understand and navigate.
- Collaborate with the SEO team to improve content performance and searchability.
- Proofread and correct grammar, punctuation, and formatting issues.
- Collaborate with the UX and design teams to ensure content is presented in a clear and accessible manner.
- Liaise with the localization team to ensure that the Help Center content is available in relevant languages and regions.
Youll be set up for success if you have:
- Bachelors degree in communications, English, Journalism, Technical Writing, or a related field.
- 4+ years of experience in content management, technical writing, or a similar role, ideally within a SaaS or technology-driven company.
- Proven ability to develop content strategies that drive customer satisfaction and reduce support tickets.
- Strong writing, editing, and proofreading skills, with the ability to distil complex technical information into simple, user-friendly language.
- Familiarity with content management systems (CMS) and help desk software such as Zendesk.
- Experience with SEO principles and tools such as Google Analytics or SEMrush.
- Strong project management skills and the ability to manage multiple projects simultaneously.
- Experience working with cross-functional teams and managing stakeholder relationships.
- Knowledge of customer support practices and experience working closely with customer support teams.
Preferred Skills:
- Experience with video content creation or multimedia help resources.
- Familiarity with UX writing principles and content accessibility standards.
- HTML or web development knowledge.
- Multilingual capabilities are a plus.
Personal Attributes:
- Detail-oriented, with a commitment to producing high-quality, accurate content.
- Customer-focused with a strong desire to help users solve problems independently.
- Excellent communication and collaboration skills.
- Able to work independently and prioritize in a fast-paced environment.
