We are looking for an editor who will develop the support knowledge base and help us make complex information understandable — both for support staff and for Aviasales clients.
Most of the tasks will be related to the internal knowledge base. We want it to be a unified and up-to-date source of information for support: helping to quickly find answers, understand processes, and resolve customer inquiries. Therefore, you will not only write and edit texts, but also delve into processes, communicate with experts and internal stakeholders, figure out what information is missing and how best to organize it.
A day in the life of a KB writer
Today a partner sent new rules, tomorrow support quality control brought up a recurring error, the day after tomorrow a new tool is launching.
Your task is to quickly figure things out: gather information, go to the experts, find contradictions, and turn it all into a clear instruction that support can use to resolve a client's issue.
And then see if the solution worked. If not — figure out why and try another approach.
Texts are important here, but even more important is the ability to get to the heart of the matter and explain it clearly.
What you need to do
- write and update materials for the internal support knowledge base: instructions, algorithms, descriptions of processes and work rules;
- create manuals for internal systems and tools — from small instructions to large materials, for which you first need to understand how everything works;
- work with customer response templates: write new ones, improve existing ones, and ensure they are understandable and human-like;
- develop the customer FAQ: write materials about Aviasales products and features, airline fare rules, and other issues users encounter;
- independently gather information for materials: study documentation and existing processes, communicate with experts and internal stakeholders;
- work with the knowledge base structure: help make information easy to search and use;
- participate in projects for support and CX teams that require updating existing or creating new materials;
- analyze how published materials perform, identify areas for improvement, and, where possible, evaluate the results using data.
What we expect from you
- at least 2 years of experience as an editor, author, or content specialist;
- experience with knowledge bases, help centers, FAQs, instructions, customer service, or other similar formats;
- ability to explain complex things in simple language and adapt text to a specific audience and task;
- ability to independently dive into a new topic: find and verify information, ask experts questions, and understand processes;
- willingness to communicate extensively with internal stakeholders, clarify tasks, and justify your decisions;
- ability to work with feedback and independently organize work on multiple tasks;
- understanding of how to evaluate content quality and effectiveness;
- experience with AI tools and an understanding of which tasks and at what stages they should be used.
For the most attentive: be sure to add a cover letter to your application. Using an example of one of your tasks, tell us how you worked with knowledge bases, FAQs, instructions, or other content for support: what task needed to be solved, how you immersed yourself in it, and what you did in the end. It would be great if you also talked about the result — how you evaluated the quality of the material and understood that it was truly helping those for whom it was written.
How we work
- anywhere in the world: we are not tied to a location, we pay in dollars, we love to travel;
- no bureaucracy: convenient, healthy human processes, horizontal and open communication, quick discussion of ideas and decision-making;
- compensation: Voluntary Medical Insurance (VMI), psychotherapy or foreign language courses, sports activities, and sick leave.
