Knowledge Content Specialist

About the Role: 

The Knowledge Content Specialist owns Billtrust's Help Center — our centralized customer-facing knowledge base spanning all products. At its core, this role demands a master of language: someone with the editorial rigor, communication clarity and technical writing instincts to transform complex product functionality into content customers can immediately understand and act on. What sets this role apart is how that mastery is applied — through an AI-first approach that uses AI tooling to identify content gaps, generate drafts and scale output, rather than building from a blank page. The Knowledge Content Specialist validates and shapes AI-generated content and incorporates Product team-provided material into the Help Center, ensuring every article that reaches a customer is accurate, on-brand and structured for maximum usability. 

The impact of this work is direct and measurable: well-executed Help Center content drives higher self-serve rates, reduces support case volume and improves the overall customer experience. This role partners closely with our Support Automation Specialist to ensure the right content is in place to power case deflection through our AI-powered Virtual Assistant, and collaborates with cross-functional stakeholders across the business to keep content aligned with current product functionality. 

What You'll Do:

• Use AI tooling to systematically identify knowledge gaps based on support case data and customer behavior. 

• Direct AI tooling to generate knowledge articles that fill identified content gaps at scale. 

• Validate AI-produced and Product team-provided content for accuracy, tone and completeness, then implement into the Help Center. 

• Maintain effective navigation, content organization and structure to support intuitive customer browsing. 

• Distill complex product functionality and technical documentation into clear, structured articles that customers can navigate and act on without escalating to Support. 

• Collaborate with cross-functional subject matter experts to develop and deliver accurate, current customer-facing content. 

• Optimize self-help content based on customer feedback and Help Center analytics. 

• Design and implement scalable processes for maintaining a high-quality, continuously improving knowledge base. 

• Conduct regular content audits to ensure accuracy and relevance across all Help Center articles. 

• Monitor knowledge management metrics and translate insights into data-driven improvements. 

• Own and enforce Help Center style and voice standards across all content. 

• Contribute to a culture of knowledge sharing and continuous learning across the Support organization. 

What You'll Bring: 

• 1+ year of knowledge base management and customer-facing technical documentation experience, preferably in a multi-product SaaS environment. 

• Hands-on experience using AI writing and content tools to generate and refine content at scale — this is a core expectation of the role, not a nice-to-have. 

• Proven success with an AI-first approach to content creation and support case deflection. 

• Exceptional command of language, tone and technical writing — with the ability to turn complex product functionality into jargon-free guidance customers can act on immediately. 

• Experience with knowledge management systems. 

• Comfort working with Help Center analytics and support case data to identify content gaps and measure self-serve performance. 

• Strong organizational skills with the ability to manage multiple work streams independently and collaboratively. 

• Rigorous attention to detail and a high degree of accuracy.