Content Writer (Knowledge Base Consultant)

Content Writer - Knowledge Base Consultant (Hybrid or Remote Flexibility offered)


Position Overview


Our client, a global organization in the travel and hospitality sector, is seeking a Knowledge Base Consultant to support the development and optimization of customer support content during a transition from a legacy contact center platform to a cloud-based solution.


This individual will play a critical role in creating, refining, and maintaining knowledge base articles that enhance the customer and agent experience across digital and contact center channels. The ideal candidate has experience writing clear, user-friendly support content and is comfortable working in a fast-paced, evolving environment alongside technical and operations teams.


Key Responsibilities

• Develop and maintain knowledge base articles, FAQs, and support documentation aligned with customer service workflows
• Translate complex technical and operational processes into clear, concise, and user-friendly content
• Support the migration of knowledge content from legacy systems to a cloud-based platform
• Collaborate with subject matter experts, IT, CX, and operations teams to gather and validate content
• Audit and update existing content to ensure accuracy, consistency, and alignment with brand voice
• Structure articles for optimal usability, including formatting, tagging, and metadata best practices
• Create standardized templates and style guidelines for knowledge content
• Ensure content supports both internal agents and external customer self-service
• Partner with stakeholders to identify content gaps and prioritize new article creation
• Continuously improve knowledge base performance using feedback and analytics

Qualifications

• 3 years of experience in content writing, technical writing, or knowledge management
• Experience developing knowledge base articles or help center content in a customer support or contact center environment
• Exposure to contact center technologies such as Genesys Engage, Genesys Cloud, or similar platforms preferred
• Strong ability to simplify complex processes into clear, digestible content
• Experience working with cross-functional teams and subject matter experts
• Familiarity with content management systems and knowledge base tools
• Strong attention to detail, organization, and ability to manage multiple priorities
• Excellent written and verbal communication skills

Preferred Experience

• Experience supporting system implementations or migrations, particularly in a contact center environment
• Background in travel, hospitality, or high-volume customer service industries
• Understanding of customer journey mapping and self-service strategy
• Knowledge of SEO and content optimization principles for support content
• Familiarity with taxonomy, tagging, and knowledge architecture

Soft Skills

• Highly collaborative and adaptable in a changing environment
• Proactive and solutions-oriented mindset
• Strong stakeholder management and communication skills
• Ability to work independently while managing deadlines

Engagement Details

• Contract role supporting a large-scale CX transformation initiative
• Hybrid or remote flexibility depending on client needs

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.


Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice


Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.


Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io .


Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .


By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice


Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice


Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.