Job
Core
Create and maintain internal documentation for Support & Moderation teams, including knowledge base articles, process docs, and bot replies.
Role type
Content Writer (Knowledge Management)
Builds
Internal knowledge base articles, process documentation, macros, bot replies, and announcements for agents, moderators, and customers.
Domain
Customer Support & Moderation Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
English writing (C1+), knowledge management, content design, AI tool usage, documentation tool proficiency, stakeholder communication, content auditing, version control, naming conventions.
Preferred skills
Zendesk, Slack, chatbot tools, macro tools, Jira, Asana, Monday, Notion, Support/Moderation domain experience.
Responsibilities
Own and maintain hundreds of content items across Support and Moderation; write clear content for different audiences; turn complex processes into easy-to-understand documentation; keep the knowledge base organized and up to date; follow content standards; review content to remove outdated/duplicate info; gather requirements from stakeholders; build and improve content creation processes.
Seniority
Individual Contributor