Support Content Specialist (Remote)

As a Support Content Specialist at Rula, your main responsibilities include creating engaging and accurate content for internal knowledge bases and client-facing help resources. You’ll also play a crucial role in optimizing support tools like macros, ensuring that our support teams can operate efficiently. Collaborating with various cross-functional teams to align documentation with product launches and process changes is another critical aspect of the role.

To be considered for the Support Content Specialist position at Rula, you'll need at least 2 years of experience in content creation or technical writing, with a strong focus on clarity and accuracy. Familiarity with customer support operations is essential, and it's beneficial to have a background in fast-paced environments like SaaS or startups. Strong writing skills and the ability to manage multiple tasks effectively are also required.

Rula takes the mental health of its employees seriously, offering comprehensive health benefits, including medical, dental, and vision coverage. The company provides wellness events, Employee Assistance Programs, and generous paid time off policies that encourage employees to prioritize self-care, including two company-wide shutdown weeks each year.

A Support Content Specialist at Rula should be familiar with project management tools like Asana or Jira to effectively organize and report on various projects. Additionally, knowledge management systems such as Workramp or Lessonly will be beneficial for managing content updates and documentation during product releases or organizational changes.

Rula fosters a positive work culture that prioritizes diversity, equity, and inclusion, making it a supportive environment for Support Content Specialists. The fully remote work setup combined with an attractive benefits package, which includes a home office stipend and opportunities for professional development, ensures that employees can thrive both personally and professionally.

When answering this question, highlight specific examples of content you’ve created for knowledge bases, focusing on your process for ensuring clarity and usability. Discuss any tools you’ve used and how your work has impacted the efficiency of support teams.

Describe your time management strategies, emphasizing prioritization and organization. Share specific examples where you've juggled multiple projects successfully, and mention any project management tools you've utilized.

Discuss your method for breaking down complex information, such as conducting thorough research, drafting content iteratively, and soliciting feedback from peers. Mention how audience understanding guides your writing style and content structure.

Reflect on a specific instance where you implemented feedback to enhance your content. Explain how you integrated the suggestions and the positive outcomes that followed, such as higher user engagement or improved clarity.

Describe your approach to optimizing macros, focusing on the importance of writing concise and helpful responses. Explain how you analyze which macros are effective and how you incorporate feedback to improve them.

Share the resources you rely on to stay informed about industry trends. This could include online courses, webinars, blogs, or professional organizations focused on content creation, technical writing, or knowledge management.

List the specific tools you’re familiar with that align with the role at Rula, such as knowledge management systems, content writing software, or project management tools. Provide examples of how you’ve used these tools effectively in your previous roles.

Discuss a specific experience where you managed content updates amid organizational change. Explain your process for ensuring that all stakeholders were informed and that content remained consistent and accurate.

Talk about the key metrics you focus on to measure content effectiveness, such as user engagement, feedback, and support resolution times. Discuss any tools you use to analyze these metrics and how you apply insights gained to future content creation.

Explain your passion for mental health and the mission of Rula. Share how your skills and experiences align with the company's goals and how you envision contributing to making mental health care more accessible.