Job title: Content Writer
As a Content Writer, you'll play a key role in keeping our Support & Moderation knowledge accurate, accessible, and up to date. You'll create and maintain internal documentation, identify knowledge gaps, communicate important updates, and improve content based on feedback. We're looking for someone who takes ownership, is comfortable working with ambiguity, and uses AI responsibly to improve efficiency without compromising quality.
What you'll do
- Own and maintain hundreds of content items across Support and Moderation, including knowledge base articles, process documentation, macros, bot replies, announcements, and internal guides.
- Write clear, simple content for different audiences: agents, moderators, and customers.
- Turn complex processes and rules into easy-to-understand documentation.
- Keep the knowledge base well-organised, up to date, and easy to navigate.
- Follow content standards for structure, terminology, formatting, and tone of voice.
- Review content regularly to remove outdated, duplicate, unclear, or missing information.
- Gather requirements from stakeholders and create accurate content based on business needs.
- Build and continuously improve the content creation and maintenance process across Support and Moderation.
- Use stakeholders' feedback, QC results, and business changes to drive continuous improvement of content.
Who you are
- Strong writer with ability to simplify complex processes.
- Comfortable working with ambiguity and adopting new tools with AI responsibly.
- Collaborative, with ability to gather requirements from stakeholders and translate them into clear content.
Requirements
- Experience creating and maintaining knowledge bases or internal documentation.
- Excellent written communication skills, with attention to tone, structure, and clarity.
- Ability to organize large amounts of content and maintain consistency across materials.
- Familiarity with content standards or style guides.
Benefits & perks
- Opportunity to influence internal knowledge systems used by agents and moderators.
- Collaborative work environment with stakeholders across Support and Moderation.
Tech stack
Not specified in the provided content.
