Help Center Lead

Artlist is a leading creative technology company offering content creators powerful editing tools, and over 1M professional digital assets under a global licence that covers every project worldwide.

In its mission to empower creators worldwide to create without limits, Artlist offers Artlist.io, the all-in-one platform for video creators, including high-quality and curated royalty-free music, SFX, footage, templates, plugins, AI Voiceover and more; MotionArray.com, the ultimate vertical marketplace for creators including video templates, presets, music, SFX, stock footage, graphics for design, motion graphics, stock photos and AI Voiceover.

Since its founding in 2016, Artlist has revolutionized the industry by offering subscription-based products under an unmatched license, and is becoming the ultimate 360-degree solution for content creators.

Our company culture is built on values of passion, drive, inspiration, innovation, inclusiveness, kindness, teamwork, and community. As a diverse group with varied interests and talents, we work hard to ensure everyone has a voice.

You’ll find more information about this role and the perks of working for us on our local website.

The Help Center Lead will drive improvements in customer self-service by ensuring our Help Center delivers an exceptional, high-quality experience. This role will focus on empowering users with clear, accessible content, enhancing user satisfaction, and promoting efficiency across teams.

Aligned with Artlist’s values, the Help Center Lead will prioritize simplicity, ownership, and creativity, ensuring the knowledge base reflects our commitment to quality and inspires both customers and team members.

Requirements:

• Strong English and Hebrew verbal and written communication
• Proven experience managing or leading a knowledge base or help center, reorganizing, categorizing and streamlining complex information
• Proven experience implementing Generative AI powered chatbot
• Strong background in customer service, content strategy, or related fields
• Experience creating and maintaining FAQs, guides, troubleshooting articles, and other self-service resources
• Experience using data analytical tools like Google Analytics, Zendesk Explore / Snowflake or similar platforms
• Experience with platforms like Zendesk, Intercom or other Help Center tools -an advantage
• Exceptional writing, proofreading and editing skills with a strong command of grammar, style and tone
• Project management skills with the ability to prioritize tasks and meet deadlines, especially during product launches or updates
• Capable of gathering feedback from stakeholders, analyze content performance and customer demand to drive self-service adoption and enhancing customer satisfaction
• Understanding of knowledge base best practices and SEO optimization best practices.
• Basic knowledge of HTML/CSS for customizing and enhancing knowledge base functionality.

• Quality Comes First: Ensure all Help Center content meets high-quality company writing standards, providing users with accurate, engaging, and effective resources.
• Ownership is Key: Take full ownership of the successful implementation of Gen AI and structuring of an easy to navigate help center, driving alignment with company goals and delivering measurable results.
• Empower Creative Freedom: Foster a user-first approach by creating content and workflows that enable customers to resolve issues effortlessly, empowering their creativity.
• Keep It Simple: Develop and maintain streamlined processes for help center content creation, review, and optimization to ensure clarity and usability.
• Lead with Passion: Inspire and guide the Gen AI model and the team members by embodying a passion for empowering users and delivering a product we love.

Responsibilities:

Additional responsibilities include:

• Analyzing customer behavior and feedback to identify content gaps and areas for improvement.
• Effective use of Generative AI to drive self service and improve customer experience
• Collaborating with cross-functional teams (e.g., support, marketing, product) to maintain alignment with the company’s brand and user needs.
• Managing tools and processes to track and enhance the Help Center’s effectiveness.
• Mentoring and developing team members to uphold Artlist’s values in their work.