AI Content Specialist - Customer Support

About Matific

Matific is a fast-growing, AI-first global EdTech company delivering a world-class, research-driven mathematics learning platform for schools. Used by millions of students, teachers and families in over 70 countries, Matific empowers learners through interactive, adaptive and pedagogically rigorous digital experiences.

Recognised internationally for excellence, Matific has received top industry honours including the  GESS, Global Edtech Prize, CODiEs, Academics' Choice, and EdTech Digest awards.

With over $50M USD invested and a global team of 200+ employees, Matific operates as a modern SaaS organisation – leveraging AI, data, and adaptive learning technology to help schools and ministries improve outcomes at scale. Our mission is to deliver equitable access to high-quality mathematics education and to support meaningful systemic improvement worldwide.

The Role

We’re looking for a curious, analytical, AI-native content creator to own how users around the world learn and receive support from Matific: through our multilingual Help Center, AI support agents, video tutorials and online courses. If you love turning complex things into clear, engaging workflows and content, and you use AI to do it faster and better, this role is for you.

You’ll sit within our Global Support team and report to the Global Head of Support. It’s a creative role, not a ticket-handling one, and you’ll write for people and for AI alike: every piece of content you create is also what our AI agents learn from.

You’ll act as the bridge between Product, Customer Success, and Support, and see your work improve the experience of teachers and schools in over 70 countries.

Key Responsibilities

• Help Center: structure, write and translate our knowledge base and support articles in all our languages with AI, reviewing and validating every piece so it's accurate and on-brand.
• AI Support Agents: Create the flows, guidance and articles that make our AI agents, from Intercom's Fin to in-house agents built on LLMs, give accurate, contextual answers and a great customer experience.
• AI-Ready Knowledge: Design content for how AI consumes it, not just how people read it: structure our taxonomy and FAQs, test the agents' answers, review real conversations and fix gaps so they respond accurately in every language.
• Video Tutorials: Plan, script, record, edit and publish explainer videos, and keep our multilingual video library up to date.
• Courses and LMS: Create new online courses and keep our Learning Platform and existing courses up to date in multiple languages.
• AI Content at Scale: Use AI tools (text, video, voice and image) to produce engaging multilingual content quickly, while keeping quality and consistency.
• Cross-Functional Bridge: Partner with Product and Customer Success so the content you create always reflects the latest changes and launches, meets customer needs and is ready when features go live.
• From Insights to Content: Analyse AI agent and support conversations, along with metrics like resolution rate and CX score, to identify recurring patterns, gaps and trends. Turn those insights into better articles, videos, AI agent answers and flows, and help prioritise what to improve next. 

Requirements

• Curious and hands-on: you learn a new product fast, ask good questions and go looking for answers and resolution on your own. You're a natural builder: you enjoy setting up flows, testing what works and improving it.
• Action-oriented: you get things done and can manage multiple tasks at the same time. You ship, learn and iterate.
• AI-native: AI is part of how you work every day — for writing, translating, video and research, with tools like Claude or Gemini — and you know when to trust it and when to check it.
• Creative communicator: you can turn complex features into clear, engaging content.
• Collaborative attitude: you build strong relationships across teams.
• Analytical and data-driven: You dig into conversations and data to find patterns, measure the impact of your work and use evidence to decide what to fix first. 
• Languages: fluent Spanish and English, especially written, Portuguese is a strong plus.
  

Experience in Some of These

• Creating video tutorials, explainer videos or educational content.
• Writing and maintaining a Help Center or knowledge base (Intercom is a plus).
• LMS platforms or online course creation.
• Setting up chatbots or AI agents, structuring content for them (Intercom Fin strong plus)
• A background in education, EdTech or startups.
• Experience in customer support and ticketing or help center tools (Intercom, Salesforce or similar).
• A builder's mindset with tech: no-code tools, basic HTML/CSS, UX writing or conversational design, or AI coding tools such as Claude Code or Codex. No programming background required.

Include links to content you've created: videos, articles, courses or anything you're proud of. AI-assisted work is welcome; tell us how you made it.

Benefits

• A business with a strong purpose to provide quality education to children globally
• A fast-paced environment, fast-growing SaaS company
• Work with ministries of education, leading high-profile global publishers and partners
• Work closely alongside seasoned, successful entrepreneurs 
• Opportunity to innovate and challenge the status quo
• Great remuneration package with significant upside potential