Billtrust

Knowledge Content Specialist

Billtrust

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

About the role

  • The Knowledge Content Specialist owns Billtrust's Help Center — our centralized customer-facing knowledge base spanning all products. At its core, this role demands a master of language: someone with the editorial rigor, communication clarity and technical writing instincts to transform complex product functionality into content customers can immediately understand and act on. What sets this role apart is how that mastery is applied — through an AI-first approach that uses AI tooling to identify content gaps, generate drafts and scale output, rather than building from a blank page. The Knowledge Content Specialist validates and shapes AI-generated content and incorporates Product team-provided material into the Help Center, ensuring every article that reaches a customer is accurate, on-brand and structured for maximum usability. The impact of this work is direct and measurable: well-executed Help Center content drives higher self-serve rates, reduces support case volume and improves the overall customer experience. This role partners closely with our Support Automation Specialist to ensure the right content is in place to power case deflection through our AI-powered Virtual Assistant, and collaborates with cross-functional stakeholders across the business to keep content aligned with current product functionality.

Requirements

  • 1+ year of knowledge base management and customer-facing technical documentation experience, preferably in a multi-product SaaS environment.
  • Hands-on experience using AI writing and content tools to generate and refine content at scale — this is a core expectation of the role, not a nice-to-have.
  • Proven success with an AI-first approach to content creation and support case deflection.
  • Exceptional command of language, tone and technical writing — with the ability to turn complex product functionality into jargon-free guidance customers can act on immediately.
  • Experience with knowledge management systems.
  • Comfort working with Help Center analytics and support case data to identify content gaps and measure self-serve performance.
  • Strong organizational skills with the ability to manage multiple work streams independently and collaboratively.
  • Rigorous attention to detail and a high degree of accuracy.
Benefits
  • Work from Anywhere: Your home, a coffee shop, a company paid WeWork
  • A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
  • Flexible Working Hours: We support your lifestyle- the results are what count.
  • Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
  • Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
  • Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
  • Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
  • Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
  • Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
  • Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
knowledge base managementtechnical documentationAI writing toolscontent generationcontent refinementknowledge management systemsHelp Center analyticssupport case datacontent gap analysisself-serve performance measurement
Soft Skills
communication clarityorganizational skillsattention to detailcollaborationindependent workeditorial rigortechnical writingability to simplify complex informationtone managementmulti-tasking