Description: The Content Designer is a hands-on creator who turns scattered, complex information into clear, usable guidance. They rewrite work instructions, shape SOPs, and create templates to establish patterns and standards that teams can follow with confidence.
The Content Designer shapes how content is created and maintained, working with service teams to turn messy drafts into structured knowledge. They build standards and repeatable patterns that contributors can follow, ensuring every SOP, workflow and reference document is purposeful, trustworthy, and aligned to the larger KM system.
Responsibilities:
Create and maintain reusable content patterns, templates, and style guides that make knowledge clear and consistent.
Write and edit knowledge assets (e.g. SOPs, work instructions, reference guides) to demonstrate and refine these patterns.
pply metadata, classification and structural standards at the asset level to ensure knowledge is organized for retrieval and reuse.
Refactor existing documentation to align with KM standards removing duplication, simplifying language, and clarifying guidance.
Develop contributor-facing guidance and training so teams can confidently create content that meets quality standards.
Partner with the Knowledge Architect to ensure templates and patterns align with broader information frameworks.
Test content with users and in workflows to validate clarity, usability and fit for purpose.
Profile of the Right Person:
Pattern thinker: skilled at spotting what makes good content reusable and turning it into templates and style rules.
User-focused writer: always designs content for readability, scannability, and actionability.
Practical editor: comfortable improving existing documentation to meet standards.
Collaborative partner: works with service teams to capture knowledge and with the Architect to ensure alignment with system models.
Detail-oriented: attentive to tone, structure, consistency, and clarity.
Builder mindset: creates patterns and guidance that others can easily apply, not just producing content themselves.
Requirements:
Experience in content design, technical writing, UX writing, or knowledge management.
Demonstrated ability to create templates, style guides, or reusable content patterns.
Strong editing skills: can simplify complex content without losing accuracy.
Familiarity with knowledge tools and content platforms, ideally including:
- Zendesk Guide (knowledge bases tied to service workflows)
- Contentful (structured content publishing)
- Coda (team docs, playbooks, checklists)
- Confluence (team spaces and structured documentation)
- Airtable (structured catalogs, inventories, playbooks)
- Google Workspace (Docs, Sheets, Drive)
Understanding of metadata and tagging concepts, with the ability to apply them consistently at the asset level.
Strong communication and collaboration skills; able to work with non-writers to capture and shape content.
Custom Fields:
Name: Interview Panel
Value: Manager Screen - 30min VC
First Round (Panel)- 30min VC(s)
Name: What access does this position require?
Value: Temporary Worker-Access
First Tek