Help Center Content & AI Support Specialist

Content writing, technical documentation, CMS (e.g., Zendesk), data analysis, AI optimization

Your territory

As part of our Customer Experience team, you will:

-Review, update, and improve help center articles to ensure clarity, accuracy, and value for our users

-Collaborate with Customer Support, Product, and technical teams to keep documentation up to date with the latest product functionality and translate complex product details into clear, user-friendly content

-Analyze support ticket trends, search queries, and user behavior to identify content gaps and prioritize improvements

-Monitor help center performance metrics (e.g., bounce rate, search success rate) and suggest data-informed enhancements

-Organize and structure content effectively using tags, categories, and internal links to improve navigation and search results

-Coordinate translation and localization efforts to make help content accessible to global audiences

-Assist in training and maintaining AI tools by tagging or formatting content appropriately for optimal chatbot and search performance

-Identify and flag outdated or unclear AI-generated responses and support content integration into AI assistants

-Track article usage and customer feedback to spot outdated or missing content and recommend new articles or updates

-Use tools like markdown editors, help desk platforms, or content management systems (CMS) to create and manage content

-Bring in your fresh ideas to make Tractive better – you’ll never hear the phrase “...because that’s how we’ve always done things”

-Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

-2+ years of experience in support, content writing, technical documentation, or a related field

-Excellent writing and editing skills with the ability to simplify complex information

-Familiarity with documentation and help desk tools (e.g., Zendesk, Intercom, Notion, Confluence)

-Interest in AI tools and motivation to learn about optimizing content for chatbots, search engines, and AI discovery

-Comfortable using data to track content performance and identify improvement opportunities

-Excellent English skills

-Valid Austrian work-permit

Does this sound like you?

-A doer with a hands-on mentality who’s eager to bring their experience to the table

-Curious and always looking to learn something new

-Empathetic and able to see things from different perspectives

-Tech-savvy and passionate about creating helpful, high-quality content

-Passionate about Tractive’s mission and products

-Excited to work in Austria alongside an outstanding team