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.

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.

Compensation

The compensation for this Content Specialist, Customer Education role is $94,000 - $126,000 USD.

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

Key skills/competency

• Content Creation
• Technical Writing
• SaaS Product Knowledge
• Knowledge Management
• Customer Education
• Instructional Design
• Editing & Proofreading
• Content Strategy
• Help Center Development
• Cross-functional Collaboration