• Create and maintain clear, concise informational articles and how-to guides. • Revise and update content alongside product releases to ensure information is accurate and accessible. • Process content requests from internal teams, editing existing content and creating new materials. • Translate complex support workflows, policies, and system processes into clear, step-by-step documentation. • Enhance articles with visuals (screenshots, charts, videos) and ensure formatting supports readability and quick comprehension. • Maintain consistent terminology, tone, and style across articles to ensure audiences receive clear, aligned guidance. • Regularly review customer questions, search behavior, and feedback to identify unclear or missing content, and update articles proactively to improve the usefulness of self-service resources. • Periodically test content from a user perspective to ensure information is easy to locate, accurate, and actionable. • Track article performance (views, deflection rate, feedback) to inform content improvements. • Ensure knowledge bases are well-structured, tagged, and formatted to maximize accuracy and relevance when surfaced through search or self-service experiences. • Identify and close knowledge gaps by working with stakeholders to anticipate customer needs. • Audit existing content regularly for accuracy, readability, and completeness. • Document and organize internal Standard Operating Procedures (SOPs) for content processes. • Assist with communication of content and product updates to the department, explaining changes and impact. • Contribute ideas to improve workflows and content development practices to ensure scalability as the company grows. • Partner with Product and Marketing teams to stay aligned on new features and customer needs. • Contribute to keeping internal teams informed of updates. • Gather feedback from customer-facing teams and end users to continuously improve Help Center usability. • Collaborate with the Customer Education Strategist to ensure Help Center content aligns with broader customer education goals. • Work closely with the Support team to gather feedback, validate accuracy, and identify areas where documentation can improve efficiency and reduce escalations.