Knowledge Base Writer
SupportWe’re looking for an editor to develop our Support knowledge base and help make complex information easy to understand — both for our Support team and Aviasales users.
Most of your work will focus on our internal knowledge base. We want it to be a single, reliable, and up-to-date source of information for Support — a place where the team can quickly find answers, understand processes, and resolve customer issues. This means you’ll do more than just write and edit: you’ll dig into how things work, talk to subject-matter experts and internal stakeholders, identify gaps in existing content, and figure out the best way to structure and present information.
What you'll be doing:
- write and update content for the internal Support knowledge base, including step-by-step instructions, workflows, process descriptions, and guidelines;
- create manuals for internal systems and tools — from short how-to guides to comprehensive documentation that requires you to first understand how the system works;
- work on customer response templates: write new ones, improve existing ones, and make sure they’re clear, helpful, and human;
- develop our customer-facing FAQ by creating content about Aviasales products and features, airline fares, and other topics our users need help with;
- gather information independently: study documentation and existing processes, and work with subject-matter experts and internal stakeholders to get the full picture;
- improve the structure of the knowledge base so that information is easy to find and use;
- join Support and CX projects that require new content or updates to existing materials;
- analyze how published content performs, identify opportunities for improvement, and, where possible, use data to evaluate its impact.
What we expect from you:
- 2+ years of experience as an editor, writer, content specialist, or in a similar role;
- experience working with knowledge bases, help centers, FAQs, instructions, customer support content, or similar formats;
- the ability to explain complex topics in simple terms and adapt your writing to a specific audience and purpose;
- the ability to get up to speed on unfamiliar topics independently: find and verify information, ask experts the right questions, and understand how processes work;
- confidence working closely with internal stakeholders: clarifying requirements, asking questions, and explaining the reasoning behind your editorial decisions;
- the ability to work with feedback and manage several tasks independently;
- an understanding of how to evaluate content quality and effectiveness;
- experience using AI tools and a good understanding of where they can add value — and at which stages of the content workflow.
How we work:
- work from anywhere in the world: no location restrictions, salary paid in USD, travel-loving culture;
- no bureaucracy: efficient processes, horizontal and open communication, quick idea discussion and decision-making;
- benefits compensation: private medical insurance, psychotherapy or language courses, sports activities, and sick leave.