Content Specialist, Customer Education

About the Opportunity: Content Specialist, Customer Education

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.

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

Requirements:

• 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

Key skills/competency:

• Content Creation
• Technical Writing
• Knowledge Management
• Instructional Design
• SaaS Product Documentation
• Customer Education
• Content Strategy
• User Experience (UX) Writing
• Content Auditing
• Collaboration