Knowledge Base, Training & Helpdesk Enablement Specialist

About the Role

We are looking for a highly organized and detail-oriented Knowledge Base, Training & Helpdesk Enablement Specialist to improve and maintain our support documentation.

This is not primarily a customer support role. You will work with Support Team Leads, Product Specialists, and Technical tea ---------- mbers to keep Help Center articles, internal SOPs, and training materials accurate, clear, and up to date.

Key Responsibilities
- Write, update, and maintain customer-facing Help Center articles and internal support SOPs.
- Review existing documentation for outdated, missing, duplicated, contradictory, inaccurate, or unclear information.
- Improve article structure, formatting, titles, internal links, navigation, and overall usability.
- Test product features and confirm workflows before documenting them.
- Stay informed about product releases, changes, and known issues, and update affected documentation promptly.
- Turn complex processes into clear instructions, checklists, and decision trees for support agents.
- Ensure Help Center articles, SOPs, and agent macros remain consistent.
- Create onboarding and refresher training materials based on new processes and recurring agent mistakes.
- Work with Support Team Leads to identify documentation and training gaps.
- Maintain an organized documentation and training library.
- Take ownership of documentation quality and recommend improvements to support processes.

Required Skills
- Strong technical, instructional, or Knowledge Base writing skills.
- Excellent proofreading, editing, research, and fact-checking ability.
- Strong attention to detail and consistency.
- Ability to follow formatting, terminology, and style guidelines.
- Ability to understand technical product workflows and explain them clearly.
- Strong written English and organizational skills.
- Ability to work independently and identify problems without constant supervision.
- Comfortable working in a fast-paced, self-driven startup environment.

Preferred Qualifications
- Experience managing a Help Center or Knowledge Base.
- Experience writing SOPs, FAQs, product guides, or training materials.
- Experience working with customer support teams.
- Familiarity with Zendesk 
- Experience with SaaS, software, AI products, chatbots, or AI-ready documentation.

Schedule
- Full-Time 
- Mon - Fri
- 5 PM - 1 AM PHT Preferred 
- 8 Hours/Day; 40 Hours/Week 

Compensation
- $650 Starting; Compensation will increase based on experience, performance, and responsibilities.

How to Apply
Apply here: ----------

Applications submitted outside the official application form will not be considered.