Our client is looking for an experienced content writer and editor to work on customer-facing support content. This person will be writing Help Center articles and short-form help copy called Instant Answers, which may show up in the product and in the Chatbot.
Location: Remote, USA
Benefits: Health, Dental, Vision and more
Project Description:
You’ll work closely with UX writers, product specialists, and product managers across a variety of products to create and maintain Help Center content and Instant Answers. You’ll edit, proofread, format (using basic HTML), and publish article content following specific style guidelines. You’ll need to feel comfortable advocating for best practices around content standards, while still knowing when to be flexible.
What You’ll Do:
Collaborate with product specialists, product managers, and legal to write, edit, and proofread FAQ-style articles, maintaining consistent style guidelines
Collaborate with other product team members to write short-form Instant Answers, which help customers self-solve issues in the product and through the Chatbot
Manage and prioritize incoming request queue (for new articles and updates)
Format articles with HTML
Publish articles and Instant Answers using a content management system
Audit existing articles for out-of-date information, typos, broken links, and consistency
Partner with research to determine ideal content structures for things like lists and step-by-step instructions
Work with UX writers, designers, and our taxonomist to recommend new ways of organizing Help Center content
Qualifications:
3+ years of experience in support writing or relevant experience
Excellent writing, editing, and proofreading skills
Experience writing support content for web/mobile products (preferred)
Experience working with a content management system
Experience prioritizing and managing a high volume of requests from various stakeholders
Ability to code basic HTML (paragraphs, headings, links, inline styles)
Experience working with JIRA (preferred)
Proven ability to collaborate successfully with cross-functional partners
Ability to work independently in a fast-paced environment
