Content Specialist, Customer Education

About the Opportunity

The organization is transforming how legal and professional services operate by integrating advanced AI, an enterprise-grade platform, and deep domain expertise to reshape critical knowledge work. The Content Specialist, Customer Education will develop, organize, and maintain the primary customer-facing Help Center, focusing on creating and optimizing content that empowers customers to self-serve and understand products clearly and confidently.

Key Responsibilities

• Create and maintain clear, concise informational articles and how-to guides.
• Revise and update content alongside product releases for accuracy and accessibility.
• Process content requests from internal teams by editing existing content and creating new materials.
• Translate complex support workflows, policies, and processes into clear, step-by-step documentation.
• Enhance articles with visuals and ensure formatting supports readability and comprehension.
• Maintain consistent terminology, tone, and style across articles.
• Regularly review customer questions, search behavior, and feedback to update content proactively.
• Test content from a user perspective for ease of use, accuracy, and actionability.
• Track article performance metrics to inform improvements.
• Ensure knowledge bases are structured, tagged, and formatted for accuracy and relevance.
• Identify and close knowledge gaps by collaborating with stakeholders.
• Audit existing content for accuracy, readability, and completeness.
• Document and organize internal Standard Operating Procedures for content processes.
• Assist with communicating content and product updates within the department.
• Suggest improvements for workflows and content development practices.
• Collaborate with Product and Marketing teams on new features and customer needs.
• Keep internal teams informed of updates.
• Gather feedback from customer-facing teams and end users to improve Help Center usability.
• Work with the Customer Education Strategist to align content with broader education goals.
• Partner with Support teams to validate accuracy and identify documentation improvements to reduce escalations.

What We're Looking For

• 3-4+ years creating knowledge content for SaaS products, including Help Center articles and training guides.
• Experience working in fast release cycles within startup environments with strong attention to detail.
• Background in customer service or support or strong understanding of support workflows.
• Excellent writing and editing skills to explain technical concepts simply for non-technical audiences.
• Knowledge of instructional design principles applied in written and visual formats.
• Experience maintaining content libraries or knowledge hubs, including tagging, indexing, and version control.
• Ability to collaborate effectively with Product, Marketing, and Support teams.
• Bonus: skills in graphic design or multimedia editing; experience with content management systems or AI-driven workflows such as Notion or Confluence.

Compensation

$94,000 - $126,000 USD

Key skills/competency

• Content Creation
• Customer Education
• Technical Writing
• SaaS Documentation
• Knowledge Management
• Instructional Design
• Content Strategy
• Editing & Proofreading
• Stakeholder Collaboration
• Help Center Optimization