As a Customer Content Specialist, you will be responsible for the creation of content across multiple modalities, designed to enable our customers to optimally leverage the TripActions Travel & Spend Management platform. You will work cross-functionally with the TripActions product, customer success, and marketing teams to gain a deep understanding of product functionality and equip yourself to effectively relay this information to our customers across all segments. As part of the TripActions Customer Success organization, the content you create will help to provide our customers with the skills to effectively self-serve, helping us to drive successful customer relationships at scale. 

What you’ll do:

• Develop and maintain product and process content for multiple audiences, including but not limited to: how-to, FAQ, and best practices articles for the Customer Community Knowledge Base, how-to videos, and training scripts
• Work with cross-functional teams (Product, Engineering, Customer Success, Marketing) to help identify documentation gaps and prioritize needs
• Partner with the Product and Product Operations teams to obtain a deep understanding of TripActions features and functionality and translate this knowledge into easy-to-understand customer content
• Assist in content review cycles and version control of the Community Knowledge Base to identify areas requiring updates or expansion and maintain consistently relevant content
• Perform basic product testing to ensure documentation matches product functionality
• Complete content assignments according to content guidelines regarding clarity, conciseness, style, audience, persona, and terminology
• Select screenshots, photographs, drawings, sketches, diagrams, and charts to illustrate content
• Encourage Tripactions employees to share knowledge with customers effectively and efficiently

What we’re looking for:

• Ability and desire to thrive in a fast-paced, dynamic, start-up environment; comfortable with ambiguity and technology
• 2+ years experience in content development, technical writing, or other related role with 2+ years working in SaaS (technology)
• Advanced computer skills and experience with web-based applications
• Experience working with product or engineering teams or in high-tech environments
• Excellent grammar and attention to detail with strong copywriting and copyediting skills
• Excellent organizational and project management skills with ability to plan, manage, and deliver projects in accordance with set deadlines
• Ability to assess content, identify opportunities to improve it for a particular audience or business need, and make the necessary changes to the content
• Bachelor’s degree strongly preferred