Product Content Specialist

Role Overview

• Build and support the product content system
• Develop and maintain the structure and taxonomy of our help center and product documentation
• Establish standards for terminology, screenshots, and instructional clarity
• Implement repeatable processes for documentation tied to product releases
• Continuously audit and improve existing content to ensure relevance and usability
• Leverage AI writing and content tools to improve documentation speed, consistency, and scale while maintaining a high editorial bar
• Participate in roadmap discussions and sprint cycles to stay aligned with upcoming features
• Collaborate with development teams to ensure in-product copy, instructions, and error messages are clear and helpful to users
• Translate product functionality into clear educational content for customers
• Provide feedback to Product teams when documentation reveals UX friction or customer confusion
• Produce release notes that focus on practical use cases and workflows
• Create educational assets such as help articles, visual guides, and walkthrough resources
• Identify content opportunities that help customers adopt key product capabilities
• Work closely with Product Marketing to ensure clear handoff between product education and go-to-market messaging
• Partner with Customer Success and Support to identify common customer pain points
• Align with onboarding teams to ensure customers receive consistent guidance
• Monitor customer feedback and engagement with the knowledge base to identify content gaps
• Track support trends and questions to improve documentation
• Recommend improvements based on customer usage and feedback

Requirements

• 3+ years in product content, technical writing, or product documentation within a SaaS environment
• Experience building or restructuring a help center or documentation system
• Ability to translate complex technical workflows into clear user guidance
• Experience collaborating with product managers, developers, and cross-functional teams
• Familiarity with AI writing tools (e.g., Claude, ChatGPT, Notion AI) and how they can be integrated into documentation workflows
• Preferred Experience with Zendesk and Appcues is a plus
• Familiarity with accounting, tax, or financial software
• Experience using content analytics or support insights to guide documentation improvements

Benefits

• Health benefits are top-notch
• Vacation time is generous
• Encourage community involvement with time off to volunteer
• Hybrid remote working