Senior Director, User Experience – AEC Content Strategy
Autodesk
Content Specialist, Customer Education
Harvey
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $72,000 - $98,000 per year
Job Level
JuniorMid-Level
About the role
- Create and maintain clear, concise informational articles and how-to guides.
- Revise and update content alongside product releases to ensure information is accurate and accessible.
- Process content requests from internal teams, editing existing content and reviewing new submissions for accuracy and clarity.
- Translate complex support workflows, policies, and system processes into clear, step-by-step documentation.
- Enhance articles with visuals (screenshots, charts, videos) and ensure formatting supports readability and quick comprehension.
- Maintain consistent terminology, tone, and style across articles to ensure audiences receive clear, aligned guidance.
- Regularly review customer questions, search behavior, and feedback to identify unclear or missing content, and update articles proactively to improve the usefulness of self-service resources.
- Periodically test content from a user perspective to ensure information is easy to locate, accurate, and actionable.
- Track article performance (views, deflection rate, feedback) to inform content improvements.
- Ensure knowledge bases are well-structured, tagged, and formatted to maximize accuracy and relevance when surfaced through search or self-service experiences.
- Identify and close knowledge gaps by working with stakeholders to anticipate customer needs.
- Audit existing content regularly for accuracy, readability, and completeness.
- Document and organize internal Standard Operating Procedures (SOPs) for content processes.
- Assist with communication of content and product updates to the department, explaining changes and impact.
- Contribute ideas to improve workflows and content development practices to ensure scalability as the company grows.
- Partner with Product and Marketing teams to stay aligned on new features and customer needs.
- Contribute to keeping internal teams informed of updates.
- Gather feedback from customer-facing teams and end users to continuously improve Help Center usability.
- Collaborate with the Customer Education Strategist to ensure Help Center content aligns with broader customer education goals.
- Work closely with the Support team to gather feedback, validate accuracy, and identify areas where documentation can improve efficiency and reduce escalations.
Requirements
- 2+ years of experience creating knowledge content for SaaS products (Help Center articles, KB documentation, training guides)
- Comfortable working in fast release cycles within a startup environment, with high attention to detail
- Background in customer service or support, or a strong grasp of support workflows and how to enable them through clear content
- Excellent writing and editing skills, with the ability to explain technical concepts simply for non-technical audiences
- Instructional design know-how (e.g., chunking, progressive disclosure, step-by-step guidance) applied in written and visual formats
- Organizational strength, with hands-on experience maintaining a content library or knowledge hub (tagging, indexing, version control)
- Experience collaborating with Product, Marketing, and Support teams
- Bonus: light graphic design or multimedia editing skills; experience with content management systems or AI-driven workflows (Notion, Confluence, or similar)
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
knowledge content creationtechnical writingeditinginstructional designcontent managementmultimedia editingcontent auditingcontent taggingversion controlSaaS documentation
Soft skills
attention to detailorganizational skillscollaborationcommunicationcustomer serviceproblem-solvingadaptabilitycreativityuser perspective testingfeedback gathering
