Develop and deliver Knowledge Base publishing training to Customer Support teams.
Leverage usage data to improve content for relevance and usability.
Establish writing standards and workflows for Help Center content.
Create content from requests and collaborate with Product and Customer Support.
Align training materials and Help Center content with specialists and writers.
Collaborate with Product teams to build content for product releases.

🎯 Requirements

Bachelor's degree in any discipline plus 2-5 years in customer service, documentation, or knowledge management.
Experience in operational SaaS environments is preferred.
Proven experience with Confluence, Madcap Flare, or other content authoring tools; HTML and CSS skills.
Strong process/project management skills to manage timelines.
Open communication: clearly conveys ideas, both written and verbal.
Collaborative, customer-focused, and accountable.

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