Help Center Content Writer (Maternity Leave Replacement)

Who we are:

Riverside is your online studio for high-quality recordings and incredibly smart and fast editing. It's powered by AI, but built for human conversations - anything from podcasts to video marketing is captured with 4K video quality and crystal-clear audio, no matter where you’re located.

By removing all barriers between idea and expression, we empower anyone to create stories and conversations that engage their audience and inspire the world with conversations and stories.

Role Overview:

At Riverside, we pride ourselves on our commitment to provide our users top educational materials. We’re looking for our next Help Center Content Writer to join Riverside’s Knowledge Team and own the Riverside Help Center end-to-end. This includes writing, editing, designing, and maintaining the accuracy of all articles. This person should be interested in the podcasting industry and audio/video technology as well as passionate about writing clear and concise content about a software product.

As the Help Center Content Writer, you will work closely with Riverside’s Product Team to learn about new features and prepare help content on it, including writing and updating feature overview pages, how-to articles, and FAQs. You will also work alongside the Support Team to understand gaps in user knowledge and areas of product confusion to define content that is needed.

Moreover, you will serve as the knowledge expert internally at the company, answering product related questions on our internal channels.

This position is for a native-English speaker who is excited to be part of a highly-motivated team at a fast-pace start-up.

Requirements:

What will your day to day look like:

In your day-to-day, you will

• Deeply understand the product and all of its use cases and nuances so that you are an expert.
• Write and edit content for the customer-facing Help Center and the Internal Knowledge Base that is accurate, consistent, and meets our content guidelines and quality standards.
• Design the Help Center and maintain its organization and layout.
• Create images, graphics, tables, and charts to enhance articles.
• Collaborate closely with the Support Team, Product Team, and Knowledge Team to gather information and gain a deep understanding of technical concepts, products, and processes.
• Review product designs, specs, and utilize staging environments to understand a feature and document it.
• Make data-driven decisions to improve content by measuring the effectiveness of content and identifying knowledge gaps.
• Continuously update and improve documentation.
• Track and monitor changes in the product.
• Serve as the knowledge expert internally at the company, especially to our Support Team, answering product related questions on our internal channels.
• Use tools like Figma, Zendesk, and Jira.
  
  

• Native English speaker - A must.
• 2 years of experience in a writing / enablement / Support role.
• A background in supporting, using, and understanding software products.
• Knowledge of audio/video concepts and podcasting industry - a plus.
• Strong writing skills, with the ability to write for all audiences, including highly technical users and new users.
• Ability to grasp complex technical concepts quickly and translate them into clear and concise documentation.
• Ability to follow clear writing guidelines and meet productivity expectations.
• Inquisitive, with the drive to obtain information independently through research and experimentation.
• Excellent verbal communication skills.
• Keen eye for detail.
• Ability to work independently and collaboratively.
• Highly receptive to receiving and implementing feedback.
• Ability to work in a fast-paced and dynamic environment.
• Strong organizational and time management skills, with the ability to manage multiple projects simultaneously under tight deadlines.
• Ability to understand the impact of product features and enhancements within the context of the user experience - identifying the value of features, how they interact in the overall user experience, and how they may cause users’ confusion or be points of contention in the user flow.
  
  

• You'll have a front-row seat at an early-stage, fast-growing company.
• We're still small, so there are not too many layers of bureaucracy to work through. You can have a huge impact here.
• Talented partners and plenty of space to learn and teach
• Competitive Salary and benefits and so much more!