[Hiring] Content Writer @Mayflower

Role Description

As a Content Writer, you'll play a key role in keeping our Support & Moderation knowledge accurate, accessible, and up to date. You'll create and maintain internal documentation, identify knowledge gaps, communicate important updates, and improve content based on feedback. We're looking for someone who takes ownership, is comfortable working with ambiguity, and uses AI responsibly to improve efficiency without compromising quality.

• Own and maintain hundreds of content items across Support and Moderation, including knowledge base articles, process documentation, macros, bot replies, announcements, and internal guides.
• Write clear, simple content for different audiences: agents, moderators, and customers.
• Turn complex processes and rules into easy-to-understand documentation.
• Keep the knowledge base well-organised, up to date, and easy to navigate.
• Follow content standards for structure, terminology, formatting, and tone of voice.
• Review content regularly to remove outdated, duplicate, unclear, or missing information.
• Gather requirements from stakeholders and create accurate content based on business needs.
• Build and continuously improve the content creation and maintenance process across Support and Moderation.
• Use stakeholders' feedback, QC results, and business changes to drive continuous improvement of content.

Qualifications

• Strong English writing skills (C1+).
• Experience in content writing, copywriting, knowledge management, content design, or similar.
• Experience with Confluence or similar knowledge-base/documentation tools.
• Experience using AI tools for writing, rewriting, summarising, structuring information, and content quality checks.
• Ability to work in a fast-paced environment with high volumes of content and manage repetitive writing/editing tasks without losing quality.
• Ability to adapt content for different audiences: support agents, moderation specialists, internal teams, and end customers.
• Understanding of tone of voice and ability to adapt wording based on context, topic sensitivity, and audience.
• Strong attention to detail, consistency, terminology, and structure.
• Ability to organise information logically, identify duplicated, outdated, conflicting, unclear, or missing content, and maintain documentation so it is easy to find, use, and update.
• Ability to maintain naming conventions, labels, page hierarchy, templates, and version control.

Requirements

• Fast, practical, and execution-focused mindset.
• Comfortable working with large volumes of information.
• Detail-oriented, but not perfectionistic.
• Able to create a good version quickly, test it in practice, and improve based on feedback.
• Understands digital users, online communication, and live entertainment context.
• Supports company and team values in the way content is written and maintained.
• Motivated by clarity, consistency, and usability.
• Comfortable working remotely with a high level of ownership, transparency, and self-organisation.

Nice-to-haves

• Experience with Zendesk, Slack, chatbot tools, macro tools, or support platforms is a plus.
• Experience in Support, Moderation, Customer Operations, or similar is a plus.
• Experience with Jira, Asana, Monday, Notion, or other task/request management tools.

Benefits

• Full remote work.
• Competitive compensation with a service contract.
• Transparent performance reviews twice a year, with bonus opportunities and salary adjustments.
• An annual allowance that you can use for home office improvements, sports activities, equipment upgrades, and more—tailor it to what benefits you most.
• Investment in your development: paid language courses, access to various learning platforms, and a mindfulness benefit, including psychological support with 50% coverage.
• Career growth in a fast-scaling project with opportunities to influence technical decisions.
• A culture of recognition: our peer reward program celebrates contributions from across the team.
• Benefits are provided in accordance with the company's policies and eligibility criteria.

Recruitment process

• Test Task
• HR Interview
• Final interview with Hiring Team