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Mid LevelFull-timeRustAI
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Content Specialist to join Harvey, a company transforming legal and professional services through frontier agentic AI and an enterprise-grade platform. This role involves developing, organizing, and maintaining Harvey’s Help Center, our primary customer-facing knowledge resource.
Key Responsibilities
- →Create and maintain clear, concise informational articles and how-to guides
- →Revise and update content alongside product releases to ensure information is accurate and accessible
- →Process content requests from internal teams, editing existing content and creating new materials
- →Translate complex support workflows, policies, and system processes into clear, step-by-step documentation
- →Enhance articles with visuals (screenshots, charts, videos) and ensure formatting supports readability and quick comprehension
- →Maintain consistent terminology, tone, and style across articles to ensure audiences receive clear, aligned guidance
- →Regularly review customer questions, search behavior, and feedback to identify unclear or missing content
- →Track article performance (views, deflection rate, feedback) to inform content improvements
- →Ensure knowledge bases are well-structured, tagged, and formatted to maximize accuracy and relevance
- →Identify and close knowledge gaps by working with stakeholders to anticipate customer needs
- →Audit existing content regularly for accuracy, readability, and completeness
- →Document and organize internal Standard Operating Procedures (SOPs) for content processes
- →Partner with Product and Marketing teams to stay aligned on new features and customer needs
- →Gather feedback from customer-facing teams and end users to continuously improve Help Center usability
Requirements
- ✓3-4+ years of experience creating knowledge content for SaaS products
- ✓Comfortable working in fast release cycles within a startup environment
- ✓Background in customer service or support, or a strong grasp of support workflows
- ✓Excellent writing and editing skills, with the ability to explain technical concepts simply
- ✓Instructional design know-how applied in written and visual formats
- ✓Organizational strength, with hands-on experience maintaining a content library or knowledge hub
- ✓Experience collaborating with Product, Marketing, and Support teams
- ✓Bonus: light graphic design or multimedia editing skills; experience with content management systems or AI-driven workflows
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