Content Specialist, Customer Education

Harvey • San Francisco, CA

6h • $94,000 - $126,000

About The Position

As a Content Specialist, you’ll play a critical role in developing, organizing, and maintaining Harvey’s Help Center—our primary customer-facing knowledge resource. Sitting within the Customer Education team and reporting to the Head of User Operations, you’ll focus on creating and optimizing Help Center content that empowers customers to self-serve effectively and understand our products with clarity and confidence.
This role is ideal for someone who loves writing, structuring information, and thinking deeply about how people search for and use self-service content. You’ll help define how we scale customer knowledge, improve the support experience, and ensure every Help Center article reflects a consistent, trusted voice.

Requirements

• 3-4+ years of experience creating knowledge content for SaaS products (Help Center articles, KB documentation, training guides).
• Comfortable working in fast release cycles within a startup environment, with high attention to detail.
• Background in customer service or support, or a strong grasp of support workflows and how to enable them through clear content.
• Excellent writing and editing skills, with the ability to explain technical concepts simply for non-technical audiences.
• Instructional design know-how (e.g., chunking, progressive disclosure, step-by-step guidance) applied in written and visual formats.
• Organizational strength, with hands-on experience maintaining a content library or knowledge hub (tagging, indexing, version control).
• Experience collaborating with Product, Marketing, and Support teams.

Nice To Haves

• light graphic design or multimedia editing skills; experience with content management systems or AI-driven workflows (Notion, Confluence, or similar).

Responsibilities

• Content Creation & Maintenance
• 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.
• Quality & Optimization
• 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.
• Knowledge Management
• 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.
• Collaboration
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed