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Product Education Specialist - Content Writer, Knowledge Management

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Patreon

29d ago

  • Job
    Full-time
    Junior Level
  • Media & Journalism
  • San Francisco

AI generated summary

  • You need strong written and verbal skills, 1+ years in content writing or conversation design, ability to analyze data for content gaps, and expertise in managing multiple projects efficiently.
  • You will create and manage internal knowledge content, collaborate on product updates, assess content performance, implement chatbot designs, and support team training and documentation needs.

Requirements

  • Excellent written and verbal communication skills, with the ability to write in instructive styles to multiple audiences
  • Ability to support content strategy through analyzing available data and resolving content gaps
  • Detail-oriented with the ability to translate complex concepts into easy-to-understand instructions
  • 1+ years of support content, technical writing, or instructional writing experience
  • Ability to collaborate with several different teams and manage multiple projects, dependencies, and timelines at once with minimal supervision
  • Deep prioritization skills, working through several product launches and evolutions at the same time and must be able to prioritize work correctly
  • You can editorialize GAI content and fine-tune what's useful for our customers
  • 1+ years with experience as a conversation designer, prompt engineer, or managing content in a chatbot
  • Applied knowledge of support content strategy principles, and conversation design

Responsibilities

  • Develop, edit, and manage high-quality Internal Knowledge Base content that includes Standard Operating Procedures, troubleshooting guides, process documentation, product evolution and iteration, and team policies, taking various learning styles into account to provide maximum internalization and understanding of our product
  • Collaborate regularly with Engineering, Product, and PMM to scope and execute internal resource content deliverables and timelines for product launches, changes, and deprecations
  • Continuously partner with Product Support, Product Support Trainer, and QA analyst to identify, recommend, and implement documentation updates as needed to cover gaps in product and process knowledge
  • Iterate on the content over time to improve the quality of the material and troubleshoot areas of concern based on user behavior and insights
  • Prioritize, manage, and write all other incoming content requests in the Knowledge Management pipeline
  • Manage conversation design for our Help Center chatbot, from research to implementation
  • Delegate guide and content updates to KB writers and other teammates
  • Integrate generative AI into our Help Center and within Zendesk, and scale automated support into new channels
  • Develop supporting internal documentation and resources that enable teammates to perform better, build knowledge, and operate autonomously
  • Support the expansion of Product Support SOP libraries and guidelines by collaborating with pillar leaders and SMEs
  • Work closely with EPD to create internal product specs sheets and troubleshooting guides to encourage deep product knowledge and familiarity in the PS team
  • Assess the performance of the content living in the knowledge center, adjusting content for underperformance or changes in the product itself Content audits to ensure freshness and accuracy of existing content
  • Draft content across urgent items (broken or outdated systems, etc)
  • Experiment with new conversation flow ideas and process improvements
  • Use analytics, support volume trends, and GAI training tools to identify and close gaps in the automated support experience

FAQs

What is the role of a Product Education Specialist - Content Writer at Patreon?

The role involves developing and maintaining user-friendly documentation to assist creators and members in effectively using Patreon's platform, as well as managing content for the Help Center chatbot and integrating generative AI into the support experience.

What qualifications are required for this position?

Candidates should have excellent written and verbal communication skills, at least 1+ years of experience in support content, technical writing, or instructional writing, and experience with conversation design or managing content in a chatbot.

Is prior experience with generative AI necessary?

While direct experience with generative AI is not explicitly mentioned as a requirement, familiarity with integrating generative AI into support content would be beneficial.

How much collaboration is expected in this role?

This role requires significant cross-functional collaboration, working closely with Engineering, Product, Product Marketing, and other teams to develop comprehensive content.

What does the hybrid work model entail for this position?

The hybrid work model requires employees to be in the office two days per week, while allowing remote work for the remaining days.

What kind of projects will this role involve?

Projects will include developing internal documentation, expanding Standard Operating Procedures, creating troubleshooting guides, assessing content performance, and experimenting with new conversation flow ideas.

What is the company culture like at Patreon?

Patreon's culture emphasizes putting creators first, crafting high-quality work, a commitment to learning and delivering, and teamwork, celebrating both individual growth and team success.

Are there opportunities for professional development within the company?

Yes, Patreon offers learning and development stipends as part of their competitive benefits package, indicating support for professional growth.

What is the primary goal of Patreon as a company?

The primary goal of Patreon is to fund the creative class by empowering creators to earn a living from their work and connect with their biggest fans through exclusive content and experiences.

Does Patreon offer benefits related to parental leave?

Yes, Patreon offers parental leave as part of its competitive benefits package.

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Patreon

Creativity powered by membership.

Technology
Industry
201-500
Employees
2013
Founded Year

Mission & Purpose

Patreon is the best place for creators to build community with their biggest fans, share exclusive work, and turn their passions into lasting creative businesses. Hundreds of thousands of video creators, podcasters, musicians, writers, game developers, and more are achieving creative and financial freedom doing what they love on Patreon, powered directly by fans who love what they do. Our endgame? A future where creators are in control, and real community thrives.