Knowledge Base Content Writer

tawk.to Bangsar South, Federal Territory of Kuala Lumpur, Malaysia

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tawk.to Bangsar South, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Knowledge Base Content Writer role at tawk.to

About tawk.to

tawk.to is the world's leading software platform that enables businesses to communicate and transact with customers. Our mission is to empower businesses to connect with their customers in real time, providing exceptional support and fostering meaningful interactions. Job

Description

We are seeking a dedicated Technical Content Writer to maintain and expand our knowledge base at help.tawk.to, while also creating compelling newsletter content for both our customer base and internal teams. This role is pivotal in ensuring that our users have access to up-to-date, clear, and helpful information across all our content channels.

Key Responsibilities

• Content Creation & Management : Write engaging, informative, and user-friendly articles that enhance our users' understanding and use of our software. Maintain and update our article repository using project management tools like ClickUp to track content updates, manage associated files and assets, and ensure translations, tasks, and tags remain current.
• Newsletter Development : Create and distribute product update newsletters for our tawk.to the customer audience, announcing new features, improvements, and platform updates. Develop internal newsletters communicating feature releases, product roadmaps, and company updates to keep our team aligned and informed.
• Knowledge Base Excellence : Continuously review and improve existing knowledge base articles to ensure accuracy, relevance, and clarity. Research customer chats and support tickets to identify content gaps and emerging user needs.
• AI Content Management : Maintain and optimize the templated responses and data sources that power our AI chatbot, ensuring accurate and helpful customer interactions.
• Community Engagement : Respond to customer comments, queries, and feedback on and through our Integration Partner portals.
• Cross-functional Collaboration : Work closely with developers, product managers, and the support team to stay informed about new features, upcoming releases, and common user inquiries.
• Performance Analytics : Compile weekly reports on content performance, user feedback, and knowledge base usage trends to drive continuous improvement.

Qualifications

Benefits

Seniority level

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Additional notes

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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