Senior Content Specialist (Customer Education)

TL;DR

Senior Content Specialist (Customer Education): Creating and maintaining comprehensive product documentation and walkthroughs to empower customers with an accent on knowledge management and scalable review processes. Focus on reducing support case volume through AI-powered solutions and data-driven content optimization.

Location: Remote (US)

Company

hirify.global is a modern software platform helping thousands of organizations worldwide manage their fleet operations.

What you will do

• Develop and maintain clear, approachable product documentation and walkthroughs to enable customer self-service.
• Own and evolve the internal and external knowledge management platforms to ensure they remain polished and up-to-date.
• Manage documentation sprints, prioritizing and shipping content in alignment with the broader education strategy.
• Collaborate with Customer Support to lower case volume using smarter content and AI-powered solutions.
• Analyze engagement data and support trends to identify knowledge gaps and drive continuous improvement.
• Support high-level initiatives including webinars, community programming, and LMS content.

Requirements

• 5+ years of experience in customer-facing content and technical product documentation within a SaaS environment.
• Ability to simplify complex technical ideas for diverse audiences.
• Exceptional writing, editing, and communication skills with a high attention to detail.
• Experience using AI tools and automation to optimize content workflows.
• Strong project management skills and a customer-first mindset.
• Must be based in the US (implied by 401k, HSA, and FSA benefits).

Nice to have

• Experience with Fleet or Fleet Management Software.
• Proficiency with Helpjuice or similar technical documentation tools.
• Experience in video production and editing using tools like Camtasia, Arcade, or Wistia.
• Experience conducting customer webinars or managing communities.
• Experience with project management tools like Asana.

Culture & Benefits

• Comprehensive health, dental, and vision insurance (100% employee coverage).
• Financial perks including a 401(k) match of 4% and incentive stock options.
• Generous time off with 4 weeks PTO, 12 company holidays, and 2 floating holidays.
• Paid parental leave (up to 16 weeks for birthing parents).
• Support for wellbeing and professional development via dedicated quarterly funds.
• Equipment stipend and Mac laptop provided.