Deeply understand the product and all of its use cases and nuances so that you are an expert.
Work closely with Riversides Product Team to learn about new features and prepare help content on it, including writing and updating feature overview pages, how-to articles, and FAQs.
Write and edit content for the customer-facing Help Center and the Internal Knowledge Base that is accurate, consistent, and meets our content guidelines and quality standards.
Design the Help Center and maintain its organization and layout.
Create images, graphics, GIFs, tables, and charts to enhance articles.
Collaborate across departments to gather information and gain a deep understanding of technical concepts, products, and processes.
Work alongside the Support Team and Customer Success Team to understand gaps in user knowledge and areas of product confusion to define content that is needed.
Review product designs, specs, and utilize staging environments to understand a feature and document it.
Make data-driven decisions to improve content by measuring the effectiveness of content and identifying knowledge gaps.
Continuously update and improve documentation.
Track and monitor changes in the product.
Serve as the knowledge expert internally at the company, especially to our Go to Market team, answering product related questions on our internal channels.
Use tools like Figma, Zendesk, Canva, and Jira.
Requirements: Native English speaker - A must.
2 years of experience in a writing / enablement / Support role.
A background in supporting, using, and understanding software products.
Knowledge of audio/video concepts and podcasting industry - a plus.
Strong writing skills, with the ability to write for all audiences, including highly technical users and new users.
Ability to grasp complex technical concepts quickly and translate them into clear and concise documentation.
Ability to understand the impact of product features and enhancements within the context of the user experience - identifying the value of features, how they interact in the overall user experience, and how they may cause users confusion or be points of contention in the user flow.
Ability to follow clear writing guidelines and meet productivity expectations.
Inquisitive, with the drive to obtain information independently through research and experimentation.
Excellent verbal communication skills.
Keen eye for detail.
Ability to work independently and collaboratively.
Highly receptive to receiving and implementing feedback.
Ability to work in a fast-paced and dynamic environment. We are a start-up and work like one!
Strong organizational and time management skills, with the ability to manage multiple projects simultaneously under tight deadlines.
This position is open to all candidates.
