Content Specialist – Customer Education
Harvey
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $94,000 - $126,000 per year
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 creating new materials.
- 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
- 3-4+ 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 & Tools
knowledge content creationtechnical writingeditinginstructional designcontent developmentcontent auditingcontent performance trackingSOP documentationmultimedia editingcontent management
Soft Skills
attention to detailorganizational skillscollaborationcommunicationcustomer serviceproblem-solvingadaptabilitycreativityfeedback gatheringworkflow improvement