Content Writer

Training specialists spend up to 80% of their capacity managing content instead of focusing on training and knowledge transfer. While content is business-critical, it requires a dedicated owner to ensure quality, consistency, and continuous improvement.

We are looking for a Content Writer who will improve the quality and consistency of Support & Moderation content, and free up Training Team capacity to expand training activities, improve operational quality, and reduce employee turnover.

Responsibilities

• Own and maintain hundreds of content items across Support and Moderation, including knowledge base articles, process documentation, macros, bot replies, announcements, and internal guides.

• Write clear, simple content for different audiences: agents, moderators, and customers.

• Turn complex processes and rules into easy-to-understand documentation.

• Keep the knowledge base well-organised, up to date, and easy to navigate.

• Follow content standards for structure, terminology, formatting, and tone of voice.

• Review content regularly to remove outdated, duplicate, unclear, or missing information.

• Gather requirements from stakeholders and create accurate content based on business needs.

• Build and continuously improve the content creation and maintenance process across Support and Moderation.

• Use stakeholders' feedback, QC results, and business changes to drive continuous improvement of content.

You will thrive if you have…

Must-haves

• Strong English writing skills (C1+).

• Experience in content writing, copywriting, knowledge management, content design, or similar.

• Experience with Confluence or similar knowledge-base/documentation tools.

• Experience using AI tools for writing, rewriting, summarising, structuring information, and content quality checks.

• Ability to work in a fast-paced environment with high volumes of content and manage repetitive writing/editing tasks without losing quality.

• Ability to adapt content for different audiences: support agents, moderation specialists, internal teams, and end customers.

• Understanding of tone of voice and ability to adapt wording based on context, topic sensitivity, and audience.

• Strong attention to detail, consistency, terminology, and structure.

• Ability to organise information logically, identify duplicated, outdated, conflicting, unclear, or missing content, and maintain documentation so it is easy to find, use, and update.

• Ability to maintain naming conventions, labels, page hierarchy, templates, and version control.

Mindset and working style

• Fast, practical, and execution-focused.

• Comfortable working with large volumes of information.

• Detail-oriented, but not perfectionistic.

• Able to create a good version quickly, test it in practice, and improve based on feedback.

• Understands digital users, online communication, and live entertainment context.

• Supports company and team values in the way content is written and maintained.

• Motivated by clarity, consistency, and usability.

• Comfortable working remotely with a high level of ownership, transparency, and self-organisation. 

Nice-to-haves

• Experience with Zendesk, Slack, chatbot tools, macro tools, or support platforms is a plus.

• Experience in Support, Moderation, Customer Operations, or similar is a plus.

• Experience with Jira, Asana, Monday, Notion, or other task/request management tools.

Conditions

We know that great talent deserves great conditions, so here's what you can expect when joining us:

• Full remote work.

• Competitive compensation with a service contract.

• Transparent performance reviews twice a year, with bonus opportunities and salary adjustments.

• An annual allowance that you can use for home office improvements, sports activities, equipment upgrades, and more—tailor it to what benefits you most.

• Investment in your development: paid language courses, access to various learning platforms, and a mindfulness benefit, including psychological support with 50% coverage.

• Career growth in a fast-scaling project with opportunities to influence technical decisions.

• A culture of recognition: our peer reward program celebrates contributions from across the team.

Recruitment process

• Test Task

• HR Interview

• Final interview with Hiring Team

• Experience shown on site: 1+
• vacancy_type: Customer Support & Moderation