CX Content Development Specialist

San Francisco, CA

Contracted

FocusKPI is looking for a CX Content Development Specialist to join one of our clients, a high-tech SaaS company.

As a Content Specialist on the client’s CX Scaled Content Creation team, you’ll write knowledge base articles for their help center and internal support knowledge base. You’ll work closely with subject matter experts from CX, product, design, and marketing to create content that supports product launches and optimization projects. This is a production-level position where you’ll work on multiple projects simultaneously, developing content for both consumer and business audiences, as well as internal support agents. You’ll join a fast-paced, globally distributed team that “translates” technical concepts into clear, concise copy.
 

Work Location: Remote – anywhere in the US
Duration: 12-month contract
Pay Range: $25/hr to $34/hr

Responsibilities:

• Interview subject matter experts and conduct discovery research to discern content organization
• Write, edit, and optimize external knowledge base content on the client’s website
• Update internal knowledge base articles, including troubleshooting articles, handling guides, one-pagers, and how-to articles
• Maintain and update a collection of support macros for support agents that demonstrate the client’s Support voice and tone
• Work directly with the Training Development team to ensure cohesive messaging of information to support agents
• Collaborate with cross-functional stakeholders to support product launch activity
• Participate in content peer reviews and provide concise, actionable feedback

Qualifications:

• 1-3 years of experience documenting software products.
• Proven working experience in technical writing and/or software documentation, with a portfolio
• Ability to work autonomously, with excellent time management and organizational skills
• Ability to deliver high-quality content, paying extreme attention to detail
• Ability to quickly grasp complex technical concepts and make them easily understandable by various tiers of support
• Excellent writing, editing, and proofreading skills in English
• Experience developing written content, adhering to style and brand guides

**No C2C resumes are considered**