Patreon

Product Education Specialist, Content Writer

Patreon

full-time

Posted on:

Location: California, New York • 🇺🇸 United States

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Job Level

Junior

About the role

  • Develop, edit, and maintain high-quality Help Center and internal knowledge base content that empowers creators, members, and internal teams through clear, self-serve resources.
  • Create supporting internal documentation—such as product spec sheets, troubleshooting guides, SOP libraries, and process guidelines—that build deep product knowledge and autonomy within the Support team.
  • Collaborate with Engineering, Product, Product Marketing, Support, and Operations teams to translate complex ideas into easy-to-follow resources that support product launches, changes, and deprecations.
  • Audit and assess knowledge resources for accuracy, freshness, and performance, updating content as products evolve or underperform.
  • Draft urgent content for broken or outdated systems and other high-priority needs.
  • Support Patreon’s generative AI initiatives by maintaining and improving the Help Center and other chatbots, testing conversation flows, and refining responses using analytics, support volume trends, and training tools.
  • Continuously analyze feedback, metrics, and user behavior to experiment with new content formats, improve processes, and enhance the overall self-serve and internal knowledge experience.

Requirements

  • Excellent written and verbal communication skills, with the ability to write in instructive styles to multiple audiences
  • Ability to support content strategy through analyzing available data and resolving content gaps
  • Detail-oriented with the ability to translate complex concepts into easy-to-understand instructions
  • 1+ years of support content, technical writing, or instructional writing experience
  • Ability to collaborate with several different teams and manage multiple projects, dependencies, and timelines at once with minimal supervision
  • Deep prioritization skills, working through several product launches and evolutions at the same time and must be able to prioritize work correctly
  • Applied knowledge of support content strategy principles, and conversation design
  • Editorializing GAI content and fine-tune what's useful for our customers (nice to have)