Technical Content Writer & Knowledge Specialist

We’re looking for a Knowledge Specialist to own and evolve our self-service and internal documentation experience. You’ll be the go-to person for creating, updating, and organizing help content that empowers both customers and teammates. This is a hands-on role where you’ll execute on documentation needs while also helping improve how we manage knowledge at scale. You'll collaborate across teams, source information from tools like Slack and Notion, and help build systems that actually work. There’s room to shape processes but we need someone who’s excited to do the work, not just talk about it. What you'll work on Help Center articles that explain features, troubleshoot issues, and support self-service Internal docs like onboarding guides, team workflows, and support playbooks Training resources in collaboration with product and marketing for new launches Best practices videos using tools like Loom, CleanShot, or ScreenStudio (optional but nice!) Notion workspaces and internal wikis to keep our team aligned and efficient What you’ll do Write, edit, and maintain customer and internal documentation Triage and fulfill help doc requests whether that’s a quick update or a new article Partner with support, product, and engineering to gather accurate info fast Keep content organized, searchable, and up-to-date across our tools Use feedback and analytics to spot gaps and improve what we’ve got (Bonus) Help train chatbots and surface smart self-service suggestions What we’re looking for 1-2+ years of experience with Shopify is required, bonus if you have experience working with subscriptions 1-2+ years of experience in technical writing Experience working with API, graphQL, Shopify Liquid, HTML, CSS is preferred but not required Comfort with leveraging AI tools to optimize processes Clear, friendly writing with strong attention to detail Ability to move fast and stay organized across many projects Comfortable being proactive especially when things aren’t fully scoped Experience with knowledge tools like Zendesk, Intercom, or Document360 is a plus Bonus if you’ve made help videos or done light training content before