Product Content Specialist

The Job

We are seeking a Product Content Specialist to build and support the system of customer-facing product content that helps our users understand, adopt, and succeed with our platform.

This role collaborates closely with the Product, Product Marketing, Customer Success, and Development teams. The ideal candidate is both a strategic thinker and a strong technical communicator who can translate complex workflows into clear, practical guidance for customers.

Rather than simply producing documentation, this role will help design and maintain the framework through which product knowledge is delivered to customers.

The Role

What You'll Do

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

Partner Closely with Product and Development

• 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

• Explore and evaluate emerging AI-assisted tools (e.g., for content generation, customer insight, and product adoption) to enhance how product knowledge is delivered

Enable Successful Feature Adoption

• 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

Collaborate Cross-Functionally

• 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

Establish a Continuous Improvement Loop

• 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

• Ensure documentation evolves alongside the product

What We're Looking For

Required Experience

• 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

• 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
  

Skills & Attributes

• Strong systems thinking

• Excellent written communication

• Comfort working in evo