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.

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