We’re looking for a Knowledge Specialist to own and evolve our self-service and internal documentation experience. You’ll be the go-to person for creating, updating, and organizing help content that empowers both customers and teammates.
This is a hands-on role where you’ll execute on documentation needs while also helping improve how we manage knowledge at scale. You'll collaborate across teams, source information from tools like Slack and Notion, and help build systems that actually work. There’s room to shape processes but we need someone who’s excited to do the work, not just talk about it.
What you'll work on
Help Center articles that explain features, troubleshoot issues, and support self-service
Internal docs like onboarding guides, team workflows, and support playbooks
Training resources in collaboration with product and marketing for new launches
Best practices videos using tools like Loom, CleanShot, or ScreenStudio (optional but nice!)
Notion workspaces and internal wikis to keep our team aligned and efficient
What you’ll do
Write, edit, and maintain customer and internal documentation
Triage and fulfill help doc requests whether that’s a quick update or a new article
Partner with support, product, and engineering to gather accurate info fast
Keep content organized, searchable, and up-to-date across our tools
Use feedback and analytics to spot gaps and improve what we’ve got
(Bonus) Help train chatbots and surface smart self-service suggestions
What we’re looking for
1-2+ years of experience with Shopify is required, bonus if you have experience working with subscriptions
1-2+ years of experience in technical writing
Experience working with API, graphQL, Shopify Liquid, HTML, CSS is preferred but not required
Comfort with leveraging AI tools to optimize processes
Clear, friendly writing with strong attention to detail
Ability to move fast and stay organized across many projects
Comfortable being proactive especially when things aren’t fully scoped
Experience with knowledge tools like Zendesk, Intercom, or Document360 is a plus
Bonus if you’ve made help videos or done light training content before
