Content Writer (Knowledge Base Consultant)

Content Writer - Knowledge Base Consultant (Hybrid or Remote Flexibility offered) Position Overview Our client, a global organization in the travel and hospitality sector, is seeking a Knowledge Base Consultant to support the development and optimization of customer support content during a transition from a legacy contact center platform to a cloud-based solution. This individual will play a critical role in creating, refining, and maintaining knowledge base articles that enhance the customer and agent experience across digital and contact center channels. The ideal candidate has experience writing clear, user-friendly support content and is comfortable working in a fast-paced, evolving environment alongside technical and operations teams. Key Responsibilities Develop and maintain knowledge base articles, FAQs, and support documentation aligned with customer service workflows Translate complex technical and operational processes into clear, concise, and user-friendly content Support the migration of knowledge content from legacy systems to a cloud-based platform Collaborate with subject matter experts, IT, CX, and operations teams to gather and validate content Audit and update existing content to ensure accuracy, consistency, and alignment with brand voice Structure articles for optimal usability, including formatting, tagging, and metadata best practices Create standardized templates and style guidelines for knowledge content Ensure content supports both internal agents and external customer self-service Partner with stakeholders to identify content gaps and prioritize new article creation Continuously improve knowledge base performance using feedback and analytics Qualifications 3+ years of experience in content writing, technical writing, or knowledge management Experience developing knowledge base articles or help center content in a customer support or contact center environment Exposure to contact center technologies such as Genesys Engage, Genesys Cloud, or similar platforms preferred Strong ability to simplify complex processes into clear, digestible content Experience working with cross-functional teams and subject matter experts Familiarity with content management systems and knowledge base tools Strong attention to detail, organization, and ability to manage multiple priorities Excellent written and verbal communication skills Preferred Experience Experience supporting system implementations or migrations, particularly in a contact center environment Background in travel, hospitality, or high-volume customer service industries Understanding of customer journey mapping and self-service strategy Knowledge of SEO and content optimization principles for support content Familiarity with taxonomy, tagging, and knowledge architecture Soft Skills Highly collaborative and adaptable in a changing environment Proactive and solutions-oriented mindset Strong stakeholder management and communication skills Ability to work independently while managing deadlines Engagement Details Contract role supporting a large-scale CX transformation initiative Hybrid or remote flexibility depending on client needs Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.