Customer Support Content Specialist

Hello! 👋🏽

At Factorial we're looking for a Customer Support Content Specialist to join our Customer Experience team and take ownership of our customer-facing knowledge base.
In this role, you'll be responsible for creating clear, helpful, and structured content that empowers our users to solve problems independently and make the most of our platform.

What You’ll Do

• Create and maintain step-by-step Help Center articles to guide HR professionals using our platform.
• Translate complex or technical product information into clear, concise content tailored for non-technical users.
• Collaborate closely with product, customer support, and marketing teams to ensure content accuracy, consistency, and alignment with product updates.
• Ensure our knowledge base is well-structured, organized, and up to date.
• Identify content gaps and proactively improve the structure, searchability, and overall user experience of our support documentation.

What We’re Looking For

• Proven experience in content creation, technical writing, or knowledge management—preferably in SaaS or customer support environments.
• Expert-level and excellent writing and editing skills in both English and Spanish. Other European languages are a plus, we're international!
• Strong attention to detail and a talent for simplifying complex information.
• Hands-on experience with tools like Helpjuice, Intercom, Confluence, or similar CMS platforms.
• Comfortable working in cross-functional teams and adapting to a fast-paced product environment.

Nice to Have

• Experience working with B2B SaaS products or in the HR tech space.
• Understanding of content localization and multilingual publishing workflows.
• Basic knowledge of UX writing and accessibility best practices.
• Familiarity with SEO principles for knowledge base articles.
• Ability to use analytics or feedback to iterate and improve content performance.

Perks of being part of our team 😏

• High growth, multicultural and friendly environment 🤝
• Save expenses with Cobee 💰 and get your salary in advance with Payflow 💸
• Healthy life with Gympass 🧘🏽‍♀️ and Alan as private health insurance 🩺
• Language classes with Yolk Academy 👩🏽‍🏫
• Syra discounts, Nora & Apeteat lunch❗
• Breakfast in the office, organic fruit🍏 and free caffeine and theine☕
• Flexible schedules ⏰, pet Friendly 🐶 and no dress code!😀

Structured Career Paths & Salary starting from 21.500-23.500 OTEs (90-10% with Uncapped Variables!)

Is this you?! Come rock the world with us!

About us 🚀

Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and EEUU offices. 🌎

Our Values🫀

• We own it: We take responsibility for every proj