We are looking for a Learning Content Specialist (Customer Support) to provide excellent customer support while helping build the self-service content our customers rely on.
In this role, you will handle Tier 1 customer support, troubleshoot questions related to a technical software platform, and turn common customer questions into clear and useful Help Center articles, guides, and training materials.
You will work closely with the Support and Training Content teams, helping customers resolve issues quickly while making it easier for them to find answers and learn how to use the platform independently.
This is a great opportunity for someone who enjoys both helping customers and creating clear, useful content.
What You'll Do
Customer Support
- Respond to and resolve Tier 1 customer support tickets through Intercom.
- Troubleshoot customer questions and provide clear, accurate, and easy-to-follow solutions.
- Identify issues that require escalation and provide the Support team with complete and useful information.
- Provide customer support coverage during US holidays and other planned coverage periods.
- Maintain accurate ticket tags, notes, and other support information.
Help Center and Content
- Write and maintain Help Center and knowledge base articles based on recurring customer questions, user errors, and content requests.
- Create clear how-to guides and documentation that customers can easily understand and follow.
- Structure Help Center content so it is organized, searchable, and useful for both customers and AI-powered support tools.
- Identify recurring customer questions and recommend new or improved documentation.
- Keep existing content accurate and up to date.
Training Content
- Help create course and training content for customers.
- Work with existing materials and direction from the Training Content team to develop useful learning resources.
- Support the preparation and improvement of customer training materials.
- Use tools such as Canva, Articulate, or similar platforms to create engaging learning content.
Continuous Improvement
- Identify trends and recurring issues in customer support tickets.
- Recommend opportunities to improve documentation, training materials, and the overall customer support experience.
- Use AI tools appropriately to help draft, edit, organize, and improve content.
- Collaborate with Support and Training teams to improve customer self-service resources.
What We're Looking For
Required Qualifications
- 2+ years of customer support experience, preferably supporting a B2B SaaS or technical software product.
- Excellent verbal and written English communication skills.
- Previous experience working with US-based clients or customers.
- Experience writing Help Center articles, how-to guides, FAQs, training materials, or similar content.
- Hands-on experience with Intercom or a similar customer support platform such as Zendesk, Freshdesk, or HubSpot Service.
- Comfortable learning complex software platforms quickly and troubleshooting issues independently before escalating.
- Strong ability to explain technical processes and instructions in a simple, clear, and accurate way.
- Highly organized and detail-oriented, with the ability to balance live customer support with longer-term content projects.
- Familiarity with AI tools for drafting, editing, summarizing, or improving content.
- Willingness to work a night shift with significant overlap with US business hours, including coverage during US holidays.
Nice to Have
- Experience using Canva, Articulate, or similar content/design tools.
- Experience creating e-learning or customer training materials.
- Experience managing or maintaining a knowledge base or Help Center.
- Experience working with AI-assisted content creation.
- A portfolio or sample work demonstrating customer education, training, documentation, or content development experience.
What Success Looks Like
You will be successful in this role when:
- Customer questions are resolved quickly, accurately, and professionally.
- Complex software issues are explained in a way customers can easily understand.
- Support tickets are properly documented and escalated when necessary.
- Common customer questions are converted into useful self-service content.
- Help Center articles are accurate, easy to find, and easy to follow.
- Training materials help customers become more confident and independent users.
- You contribute ideas that improve both the customer support experience and the quality of available content.