About tawk.to
tawk.to is the world’s leading software tool 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 Knowledge Base Content Writer to maintain and expand our help center at help.tawk.to. This role is pivotal in ensuring that our users have access to up-to-date, clear, and helpful information.

Key Responsibilities:

• Weekly Reporting: Compile and present reports on content performance, user feedback, and knowledge base usage trends.
• Updating and Maintaining Article Repository: Regularly use project management tools like ClickUp to manage and track content updates. Maintain files and assets associated with articles, and ensure translations, tasks, and tags are managed and kept up to date.
• Writing New Articles: Create engaging, informative, and user-friendly content that enhances our users’ understanding and use of our software.
• Reviewing Existing Articles: Continuously assess and improve current knowledge base articles to ensure their accuracy and relevance.
• Collaboration: Work closely with developers and the support team to stay updated on new features and common user inquiries.
• Responding to the Community: Address customer comments, queries, and feedback on https://community.tawk.to as well as through our Integration Partner portals.
• Maintaining Our Data Source for AI: Ensure that the templated responses and data sources our AI chatbot uses are correct and deliver a great customer experience in chat.
• Research: Analyze customer chats and support tickets to identify new content needs and gaps in the existing knowledge base.

Qualifications:

• Proven experience in content writing, particularly in a technical or customer support context.
• Excellent writing and editing skills.
• Familiarity with project management tools like Click-Up.
• Strong ability to translate technical information into user-friendly content.
• Excellent communication skills and ability to collaborate with cross-functional teams.
• Analytical skills to interpret user feedback and performance metrics.

Benefits:

• Competitive salary
• Great office environment
• Opportunity to work in a dynamic, fast-paced environment.
• Being part of a company that values innovation and user experience.
• Opportunity to lead a team of content writers in the near future.