Product Education Specialist - Content Writer, Knowledge Management

Patreon is a media and community platform where creators give their biggest fans access to exclusive work and experiences. Over 300k creators are cultivating fandoms and building their businesses each month. Creators can offer free memberships to fans looking to explore more of their work, paid memberships to give access to exclusive media and community, or sell directly to fans with Shops.

Ultimately our goal is simple: fund the creative class. And we're leaders in that space, with:

• 8B+ earned since Patreon's inception

• 30M free new memberships in the first year of launching that option, and

• 10M fans paying each month for exclusive access to creators' work and community.

We're continuing to invest heavily in building the best creator products with the best team in the creator economy and are looking for a Video Editor to support our mission.

This role is based in New York or San Francisco and open to those who are able to be in-office 2 days per week on a hybrid work model.

About the Role

As a Content Writer on the Product Education team at Patreon, you will be instrumental in helping creators and members solve their issues and use our product effectively through self-serve resources. In this role, you will be responsible for developing and maintaining engaging, user-friendly documentation to help creators and members navigate our platform effectively and seamlessly. In addition to the internal knowledge-base, you'll oversee the content of our Help Center chatbot. Our generative AI strategy is a new initiative for Patreon, and there's a lot of space to bring your expertise, and partner on a strategy for scaling. You'll edit conversation flows in a chatbot provider, recommend automated self-service responses, and fine-tune how we integrate generative AI into our help experience.

This is a role that requires a lot of cross-functional collaboration, and you will work very closely with our Engineering, Product, and Product Marketing teams to develop content that distills complex concepts into digestible, easy-to-follow articles. This role directly contributes to the success of product feature launches and supports our users through high-velocity changes to every product surface area.

What you will do:

• Develop, edit, and manage high-quality Internal Knowledge Base content that includes Standard Operating Procedures, troubleshooting guides, process documentation, product evolution and iteration, and team policies, taking various learning styles into account to provide maximum internalization and understanding of our product 

• Collaborate regularly with Engineering, Product, and PMM to scope and execute internal resource content deliverables and timelines for product launches, changes, and deprecations

• Continuously partner with Product Support, Product Support Trainer, and QA analyst to identify, recommend, and implement documentation updates as needed to cover gaps in product and process knowledge 

• Iterate on the content over time to improve the quality of the material and troubleshoot areas of concern based on user behavior and insights 

• Prioritize, manage, and write all other incoming content requests in the Knowledge Management pipeline

• Manage conversation design for our Help Center chatbot, from research to implementation

• Delegate guide and content updates to KB writers and other teammates

• Integrate generative AI into our Help Center and within Zendesk, and scale automated support into new channels

Projects you will work on:

• Develop supporting internal documentation and resources that enable  teammates to perform better, build knowledge, and operate autonomously

• Support the expansion of Product Support SOP libraries and guidelines by collaborating with pillar leaders and SMEs 

• Work closely with EPD to create internal product specs sheets and troubleshooting guides to encourage deep product knowledge and familiarity in the PS team

• Assess the performance of the content living in the knowledge center, adjusting content for underperformance or changes in the product itself Content audits to ensure freshness and accuracy of existing content 

• Draft content across urgent items (broken or outdated systems, etc) 

• Experiment with new conversation flow ideas and process improvements

• Use analytics, support volume trends, and GAI training tools to identify and close gaps in the automated support experience
  

About You

• Excellent written and verbal communication skills, with the ability to write in instructive styles to multiple audiences

• Ability to support content strategy through analyzing available data  and resolving content gaps

• Detail-oriented with the ability to translate complex concepts into easy-to-understand instructions

• 1+ years of support content, technical writing, or instructional writing experience

• Ability to collaborate with several different teams and manage multiple projects, dependencies, and timelines at once with minimal supervision

• Deep prioritization skills, working through several product launches and evolutions at the same time and must be able to prioritize work correctly 

• You can editorialize GAI content and fine-tune what's useful for our customers

• 1+ years with experience as a conversation designer, prompt engineer, or managing content in a chatbot

• Applied knowledge of support content strategy principles, and conversation design

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

• Put Creators First | They’re the reason we’re here. When creators win, we win. 

• Build with Craft | We sign our name to every deliverable, just like the creators we serve.

• Make it Happen | We don’t quit. We learn and deliver. 

• Win Together | We grow as individuals. We win as a team.

We hire talented and passionate people from different backgrounds across the organization. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.