Content Specialist

Job Summary

To support the Customer Success team, the remote contract Content Specialist will write, edit, and maintain Knowledge Base articles and agent enablement content, ensuring clarity and accessibility while collaborating with cross-functional teams to document processes effectively.

Key responsibilities

• Write and maintain Knowledge Base articles for internal agents and member-facing platforms
• Identify and resolve content gaps and inconsistencies to enhance first-contact resolution
• Manage content intake and publishing through Zendesk/Jira, ensuring timely updates

Required qualifications

• 2-5 years of experience in technical writing, knowledge management, or a related field
• Strong writing skills with a proven ability to create clear and effective content
• Experience in customer support, technical support, or customer success
• Hands-on experience with Zendesk Guide and knowledge management systems
• Experience leading a Knowledge Base overhaul or content taxonomy project