AI-Driven Help Center Content Writer

Collectors Universe, Inc.; California; On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching

Paid vacation

Holiday pay

Flexible hours

Employee discounts

Job summary

Collectors Universe, Inc. is seeking a Customer Care Content Writer to join our PSA Customer Care team at the Santa Ana, CA headquarters.

The role focuses on writing and updating help articles, FAQs, and guides, collaborating with product, support, and engineering, and ensuring content stays accurate and aligned with our brand voice. You’ll use AI to enhance critical information and SOPs, reduce customer contacts through self-service content, and improve CSAT with clearer written materials.

Qualifications

• 3+ years of experience in technical writing, copywriting, or support content creation.
• Experience with support ticketing or help center platforms such as Salesforce and Intercom/Fin.
• Experience modernizing content strategies with AI and LLM tools.

Responsibilities

• Write and update help articles, step-by-step guides, and FAQs.
• Partner with product, support, and engineering teams to learn new features and have support content ready by launch day.
• Review customer feedback and support tickets to find missing or confusing help topics.
• Keep all support documentation accurate, clear, and current.
• Write in simple, helpful language that matches our brand voice.
• Use AI to make critical information and SOPs easier to access.
• Audit automated response performance and maintain the Fin agent guidance repository.
• Reduce customer contacts by expanding self-service content.
• Lower Average Handle Time (AHT) by giving reps accessible SOPs and email templates.
• Improve CSAT through clearer written support content.
• Boost team engagement by addressing workflow friction and knowledge gaps.

Skills

Technical writing

Copywriting

Content creation

AI tooling

Cross-functional collaboration

Tools

Salesforce

Intercom/Fin

Job description

Collectors Universe, Inc. is seeking a Customer Care Content Writer to join our PSA Customer Care team at the Santa Ana, CA headquarters.

The role focuses on writing and updating help articles, FAQs, and guides, collaborating with product, support, and engineering, and ensuring content stays accurate and aligned with our brand voice. You’ll use AI to enhance critical information and SOPs, reduce customer contacts through self-service content, and improve CSAT with clearer written materials.