Customer Support Content Specialist

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

Position Overview:

As a Customer Support Content Specialist, your job is to make support content clear, discoverable, and genuinely helpful. You'll be responsible for creating and maintaining high-quality knowledge base articles, internal support documentation, and agent macros that reduce ticket volume and improve customer experience.

This is a cross-functional role where you'll collaborate closely with product, customer support, and success teams to ensure customers always have the right information, whether they’re troubleshooting a bug, learning a new feature, or reaching out for help.

Key Responsibilities:

• Write, edit, and manage self-service content (Help Center articles, FAQs, product walkthroughs)
• Maintain internal knowledge bases for support agents (macros, playbooks, workflows)
• Translate product updates and complex workflows into clear, simple instructions
• Analyze support ticket trends and customer feedback to identify content gaps
• Own content audits and maintain accuracy across all support documentation
• Collaborate with CX, Product, and Marketing to ensure a unified tone and style
• Implement and improve knowledge base tagging, hierarchy, and searchability

Key Qualifications:

• 2+ years in content creation for support, knowledge management, or technical writing (ideally in SaaS)
• Excellent written communication and editing skills
• Familiarity with customer support platforms (Zendesk, Intercom, Help Scout, etc.)
• Experience working cross-functionally across support and product teams
• Ability to write for different audiences, end-users, internal teams, and stakeholders
• Strong organizational skills and attention to detail

Nice to have:

• Experience with content management tools (Confluence, Notion, HelpDocs, etc.)
• Understanding of HTML/Markdown
• Background in UX writing or instructional design
• Familiarity with analytics tools and using data to guide content improvements
• Experience in chatbot content or support automation flows

Preferred Competencies:

• Excellent communication and interpersonal skills (written and verbal), with a keen attention to detail and discipline.
• Strong decision-making and organizational skills, with the ability to provide expert advice and practical solutions.
• Proven ability to collaborate effectively with cross-functional teams, leveraging communication skills, knowledge, and expertise to resolve issues.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.

Our benefits and perks. Being a Horizoneer means that you get the benefit of:

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one

How to apply

Please fill out the form and upload your CV in a PDF format.

If you don’t have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.

Need help? Get in touch with us at: [email protected]