Content Specialist (Help Content & VOC)

TL;DR

Content Specialist (Help Content & VOC): Developing self-help content strategies and high-quality articles for Help Centres and chatbots with an accent on member empowerment and intuitive support ecosystems. Focus on coordinating with cross-functional teams to clarify policies and executing content improvements based on performance data.

Location: Hybrid (Vilnius or Kaunas, Lithuania)

Salary: €1,917 — €2,592 per month

Company

Europe’s leading platform for second-hand fashion connecting millions of members across 20+ markets.

What you will do

• Prepare content strategies for small-to-mid sized launches across Help Centre FAQs, chatbots, and auto-replies.
• Write and maintain member-focused articles and chatbot responses following tone of voice and style guidelines.
• Review and optimize existing self-help content to ensure it remains accurate, relevant, and easy to use.
• Collaborate with Product, Operations, and Legal SMEs to clarify policies, flows, and edge cases.
• Use deflection and member feedback data to identify and close content gaps.
• Drive content improvements autonomously via bi-weekly sprints and Jira workflows.

Requirements

• Experience in content writing, content design, technical writing, or UX writing, ideally in digital products.
• Ability to simplify complex topics into member-friendly language with strong editing skills.
• High attention to detail and a quality-driven mindset to catch inconsistencies and edge cases.
• Excellent written and spoken English communication skills.
• Experience managing multiple stakeholders and reconciling diverse feedback.
• Must be based in Lithuania (Vilnius or Kaunas) for hybrid work.

Nice to have

• Experience with Help Centres, chatbots, FAQs, or knowledge bases.
• Familiarity with content management systems or localization workflows.
• Experience using content performance metrics (deflection, contact rate) to prioritize work.

Culture & Benefits

• Share options programme and annual individual learning budget.
• 25 working days of holiday.
• Private health insurance and digital mental/emotional health support (EAP).
• Home office support: IT equipment and a budget of up to €540 for furniture.
• Workation: opportunity to spend up to 90 days per year working remotely (21 outside the EU).
• Dog-friendly office with gym and in-house meals (Vilnius office).