AI-Informed Knowledge Base Writer for Support & Moderation

Mayflower; United States; Remote; USD 52,000 - 78,000; Full time

Job summary

Mayflower is seeking a Content Writer to maintain and improve our Support & Moderation knowledge base and internal documentation. You will create accessible content for agents, moderators, and customers, turning complex rules into clear guidance.

You'll own content across knowledge articles, macros, bot replies, announcements, and guides, always aiming for accuracy, tone, and easy navigation while collaborating with stakeholders.

Responsibilities

• Own and maintain hundreds of content items across Support and Moderation, including knowledge base articles, process documentation, macros, bot replies, announcements, and internal guides.
• Write clear, simple content for different audiences: agents, moderators, and customers.
• Turn complex processes and rules into easy-to-understand documentation.
• Keep the knowledge base well-organised, up to date, and easy to navigate.
• Follow content standards for structure, terminology, formatting, and tone of voice.
• Review content regularly to remove outdated, duplicate, unclear, or missing information.
• Gather requirements from stakeholders and create accurate content based on business needs.
• Build and continuously improve the content creation and maintenance process across Support and Moderation.
• Use stakeholders' feedback, QC results, and business changes to drive continuous improvement of content.

Job description

Mayflower is seeking a Content Writer to maintain and improve our Support & Moderation knowledge base and internal documentation. You will create accessible content for agents, moderators, and customers, turning complex rules into clear guidance.

You'll own content across knowledge articles, macros, bot replies, announcements, and guides, always aiming for accuracy, tone, and easy navigation while collaborating with stakeholders.