Senior Knowledge Base Writer

As our new Senior Knowledge Base Writer at Melio, you'll play a key role in creating genuinely useful help center content for Melio’s SMB users. 

Creating knowledge-based content involves managing content structures, identifying user pain points, and collaborating closely with the product team. You'll need to have an excellent grasp of product flows, be able to read Figma files and product specs, and work alongside our Customer Service and Success teams and other marketing writers. 

Your responsibilities will include explaining complex product features in a straightforward manner, handling short feature request articles, documenting known issues, and writing longer informational articles that incorporate GIFs, screenshots, and images. You'll ensure that our users can easily understand and utilize Melio's features.

If you have a talent for making complex information easy to understand and enjoy working collaboratively, we'd love to have you join our team. By creating an accessible and valuable knowledge base, you can help us enhance the user experience for small businesses.

Qualifications

• 5 years of experience working as a knowledge base writer, technical writer, or any type of long-form text creator - preferably using Zendesk Guide.
• Native English speaker with strong writing and editing skills and an emphasis on clarity and simplicity.
• Can write everything the help center requires, including help widget text, user guides, and long-form articles.
• Experience working with Figma and Jira.

Bonus points

• Proven experience working with any knowledge base (such as Zendesk, Intercom, etc.).
• Samples of 3 long-form content pieces that show your apparent, eye-level storytelling abilities. 

A day in the life and how you’ll make an impact

• Simplify Processes: you’ll explain and simplify complex product flows using clear, user-friendly language.
• Engage Stakeholders: you will work with multiple stakeholders across product, customer service, partners, and success teams to gather necessary information.
• Collaborate Cross-Functionally: you will participate in a cross-functional team environment, ensuring projects stay on track.
• Organize and Manage Projects: you will use your excellent organizational and project management skills to meet deadlines and maintain high-quality content.
• Detail-Oriented: you will pay attention to details while documenting known issues and writing feature request articles and longer informational pieces.
• Customer Support Insight: you will leverage your understanding of customer support tools and practices to address user pain points effectively.
• Data-Driven Improvement: you will use a data-driven mindset to analyze feedback and improve content, implementing SEO best practices.
• User-Focused: you stay relentlessly user-focused, creating text solutions that guide people to success and enhance the user experience.

About Melio

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

With offices in New York, Denver, and Tel Aviv and a vibrant work culture, Melio is expanding every day. We are a diverse group of people who love what we do and do what we love. You will fit right in if you are a driven and passionate team player. We are an equal opportunity employer and are always on the lookout for top-notch talent—please reach out if you would like to join us on this exciting journey!

About The Hiring Department

The Growth department comprises four teams: Performance, Brand & Marketing, Content, and Communications. As part of the team, you’ll be a stakeholder in various tasks, including market research, competitive analysis, campaign execution, and content creation. We work closely with Product teams, Support teams, Design, and other cross-functional stakeholders to ensure that our products are positioned and marketed effectively. We're the ones who make sure our product reaches new audiences and that users keep coming back. As part of a Growth team within a fintech company, you’ll have a unique opportunity to make a real impact on Melio, its product, and our users and help the company scale.