Content Writer

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• Review content regularly to remove outdated, duplicate, unclear, or missing information.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 a technology company building large-scale entertainment products for a global audience. Our platforms serve millions of users worldwide and rank among the top-50 most visited websites globally. For more than 10 years, we've been creating reliable, high-performance solutions at the intersection of product, engineering, and entertainment.

As a Content Writer , you'll play a key role in keeping our Support & Moderation knowledge accurate, accessible, and up to date. You'll create and maintain internal documentation, identify knowledge gaps, communicate important updates, and improve content based on feedback. We're looking for someone who takes ownership, is comfortable working with ambiguity, and uses AI responsibly to improve efficiency without compromising quality.

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.