Customer Support Content Specialist - Remote

Overview

As a Customer Support Content Specialist, your job is to make support content clear, discoverable, and genuinely helpful. You will be responsible for creating and maintaining high-quality knowledge base articles, internal support documentation, and agent macros that reduce ticket volume and improve customer experience.

In Short

• Write, edit, and manage self-service content (Help Center articles, FAQs, product walkthroughs)
• Maintain internal knowledge bases for support agents (macros, playbooks, workflows)
• Translate product updates and complex workflows into clear, simple instructions
• Analyze support ticket trends and customer feedback to identify content gaps
• Own content audits and maintain accuracy across all support documentation
• Collaborate with CX, Product, and Marketing to ensure a unified tone and style
• Implement and improve knowledge base tagging, hierarchy, and searchability

Requirements

• 2+ years in content creation for support, knowledge management, or technical writing (ideally in SaaS)
• Excellent written communication and editing skills
• Familiarity with customer support platforms (Zendesk, Intercom, Help Scout, etc.)
• Experience working cross-functionally across support and product teams
• Ability to write for different audiences, end-users, internal teams, and stakeholders
• Strong organizational skills and attention to detail

Benefits

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one