Knowledge Base Content Writer

About Riverside

For many of us there’s that one podcast we never miss, and video content is part of our daily routine, whether it’s professional or personal. But how many of us truly understand the effort that goes on behind the scenes? Here at Riverside, we know it well. That’s exactly why we built an AI-powered platform that helps content creators, podcasters, marketeers, and more at major brands like Netflix, Disney, Google, and Microsoft to create high-quality content with ease.

Riverside’s technology streamlines the entire content creation process, turning ideas into professional-grade content with the highest production standards, without requiring expensive equipment or external services. The secret? AI-driven tools that replace traditional production roles like editing, directing, and design, automating the entire process at the click of a button.

About the Knowledge Team:

At Riverside, the Knowledge Team makes sure the right information is always at your fingertips. We create high-quality resources that help users get the most out of Riverside and solve problems on their own—enabling self-service support. Behind the scenes, we power the success of our customer-facing teams with clear, up-to-date documentation, training, and onboarding materials. Our super power is turning complex information into simple, accessible knowledge. If you're driven by clarity, collaboration, and the power of well-organized knowledge, you’ll thrive here.

In your day-to-day:

• Deeply understand the product and all of its use cases and nuances so that you are an expert. 
• Work closely with Riverside’s Product Team to learn about new features and prepare help content on it, including writing and updating feature overview pages, how-to articles, and FAQs.
• Write and edit content for the customer-facing Help Center and the Internal Knowledge Base that is accurate, consistent, and meets our content guidelines and quality standards.
• Design the Help Center and maintain its organization and layout.
• Create images, graphics, GIFs, tables, and charts to enhance articles.
• Collaborate across departments to gather information and gain a deep understanding of technical concepts, products, and processes.
• Work alongside the Support Team and Customer Success Team to understand gaps in user knowledge and areas of product confusion to define content that is needed.
• Review product designs, specs, and utilize staging environments to understand a feature and document it. 
• Make data-driven decisions to improve content by measuring the effectiveness of content and identifying knowledge gaps. 
• Continuously update and improve documentation.
• Track and monitor changes in the product.
• Serve as the knowledge expert internally at the company, especially to our ‘Go to Market’ team, answering product related questions on our internal channels. 
• Use tools like Figma, Zendesk, Canva, and Jira.

What will make you stand out?

• Native English speaker - A must.
• 2 years of experience in a writing / enablement / Support role. 
• A background in supporting, using, and understanding software products.
• Knowledge of audio/video concepts and podcasting industry - a plus.
• Strong writing skills, with the ability to write for all audiences, including highly technical users and new users. 
• Ability to grasp complex technical concepts quickly and translate them into clear and concise documentation.
• Ability to understand the impact of product features and enhancements within the context of the user experience - identifying the value of features, how they interact in the overall user experience, and how they may cause users’ confusion or be points of contention in the user flow.
• Ability to follow clear writing guidelines and meet productivity expectations.
• Inquisitive, with the drive to obtain information independently through research and experimentation.
• Excellent verbal communication skills.
• Keen eye for detail.
• Ability to work independently and collaboratively.
• Highly receptive to receiving and implementing feedback.
• Ability to work in a fast-paced and dynamic environment. We are a start-up and work like one! 
• Strong organizational and time management skills, with the ability to manage multiple projects simultaneously under tight deadlines.

Bottom line? 

• If you wanna take part in transforming how people and businesses share their stories globally, Riverside’s your place. The work is challenging, the culture is fast-paced, and the people are exceptionally brilliant. And if that’s not enough, we guarantee that your ideas will genuinely make an impact.