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User Content & Support Specialist (USA) (Remote)

User Content & Support Specialist (USA) (Remote)

This role is available for the following location:
Preferable location: USA 🇺🇸

We believe knowledge work is broken, but with your help we might just fix it. Memory is one of Norway's most exciting SaaS businesses. We have built market-defining products that help thousands of paying customers in over 160 countries do their very best work. We are experiencing exceptional growth and are backed by a selection of leading VCs to accelerate this even further.

We are now looking for an experienced Content & Support Specialist to onboard new customers, build strong customer relationships, drive value in our tools, and ensure that our customers feel supported.

Reporting to the VP of Customer Success  with close collaboration with Product, Marketing, and Sales teams. In addition to creating and maintaining high quality and up-to-date user-facing support materials, this role also includes responding to and resolving support inquiries from users as a responsibility.

This is a full-time position open to candidates either working remotely anywhere in the world, or from our offices in Oslo, Norway (HQ) or Pune, India. Preferably, you would be located in the United States.


As Content & Support Specialist you will:

  • Troubleshoot and solve support tickets from our users while maintaining a high standard for prompt, high quality and engaged service. This sets the foundation for writing strong, proactive support content at Memory.
  • Develop first-class product knowledge to assist the support team with the inquiries they receive
  • Create and edit user education material, including help articles, webinars, video scripts, macros, bots, and supplemental materials. These should be consistent, informative, intuitive and reflective of Memory’s tone and voice.
  • Prioritize and manage content requests for updates to the help center, both internal and external
  • Partner with multiple cross-functional teams to develop and maintain clear, accurate, and compelling content that helps users resolve their issues and maximize their use of Memory’s products
  • Use help center data, analytics and feedback channels to identify and create opportunities to improve the user education experience
  • Manage multiple projects, dependencies, and timelines at once; deliver on moving deadlines as a result of product launches or immediate changes internally
  • Build and implement a content management system
  • Refine and implement information architecture decisions
  • Facilitate continuous learning within the Customer Success team by identifying knowledge gaps and training opportunities
  • Leverage experiments, feedback channels (social media, NPS, email), and other resources to continually improve existing knowledge base content and processes via data-driven decision making

Requirements:

  • Fluent English speaker with superb writing and communication skills
  • Experience writing for B2C customer service organizations (technical or UI writing experience is a plus)
  • Passionate about information architecture
  • Good working knowledge of SEO best practices
  • Excited by challenge with a pragmatic, first-principles attitude
  • Proactive and intuitive, with the ability to self-direct as circumstances change and priorities shift
  • Have a healthy obsession with customer support, customer satisfaction and customer experience, and a willingness to be its internal advocate
  • Have a willingness to learn by doing
  • A selfless attitude when it comes to helping your teammates


Bonus Skills +++

  • Knowledge of Sketch, Adobe Photoshop or Illustrator


Technology we use:

  • Intercom
  • Google Analytics
  • Slab
  • Productboard
  • Github

What we value:

Trust, open-mindedness, curiosity, respect, and fun are just a few of our values in Memory. We are looking for people who understand this culture and thrive in a team of people passionate about self-improvement, honesty, and openness. At Memory, we strive to be the place where you can be the best version of yourself.

We embrace diversity and invite applications from people of all backgrounds and experiences. We believe people with different backgrounds can create better results together. Are you the next superstar to join our team?

What we offer:

  • Work from our Oslo HQ, Pune office, or remotely from anywhere (provided you’re available 9:00–15:00 Oslo time)
  • A competitive compensation package and stock options in a fast-growing startup
  • Flexible working hours and complete ownership over your schedule
  • Autonomy as a master of your own work
  • Direct influence over where we’re headed
  • A diverse, inclusive, and high-performance culture

Vikings!
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