Support Operations Specialist, Content & Knowledge Management (AI)

TL;DR

Support Operations Specialist, Content & Knowledge Management (AI): Creating, organizing, and maintaining user-facing content to optimize and scale product support with an accent on Help Center articles, AI support system content, and knowledge base accuracy. Focus on using performance data to identify content gaps and translating complex technical concepts into accessible resources.

Location: Hybrid in San Francisco, CA, New York City, NY, or Seattle, WA. Office attendance is required at least 25% of the time. Visa sponsorship is available for candidates able to obtain a US work visa.

Salary: $131,040–$165,000 USD

Company

hirify.global is a public benefit corporation dedicated to creating reliable, interpretable, and steerable AI systems that are safe and beneficial for users and society.

What you will do

• Write, edit, and optimize Help Center articles, ensuring content is informative, accurate, and easy to navigate.
• Develop and maintain content for the AI support system, improving effectiveness through data-driven insights.
• Audit existing content for quality, consistency, and technical accuracy.
• Monitor performance metrics across self-service channels to identify content gaps and improvement opportunities.
• Collaborate with subject matter experts to translate complex technical concepts into accessible user-facing content.

Requirements

• 3+ years of experience in content/knowledge management, technical writing, support operations, or similar roles in a technology company.
• Strong writing skills with the ability to transform complex technical concepts into clear, accessible content.
• Demonstrate a data-driven approach, using metrics and insights to continuously improve content and self-service resources.
• Excel at cross-functional collaboration, particularly with Product, Engineering, and Support teams.
• Are proactive and solutions-oriented, with strong project management abilities.
• Have working knowledge of support ticketing systems or help center platforms.

Nice to have

• Hands-on experience with tools like Intercom, Zendesk, or similar platforms.
• Experience measuring and improving self-service deflection rates.
• Background in UX writing or content design.

Culture & Benefits

• Offer competitive compensation and benefits, with optional equity donation matching.
• Generous vacation and parental leave policies.
• Flexible working hours.
• Collaborative environment focused on high-impact AI research and big science.
• Lovely office spaces in San Francisco, New York City, and Seattle for team collaboration.