The Content Specialist is responsible for creating, maintaining, and auditing customer support content, as well as providing training to customer care agents and collaborating with cross-functional teams.
About doola
doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.
About the Role
We’re looking for a detail-oriented and collaborative Training Specialist to join our Customer Care team. In this role, you will be responsible for creating clear, accurate, and engaging customer support content—including FAQs, help center articles, internal documentation, and training materials. You’ll work closely with product, operations, and support teams to translate technical information into content that’s accessible and actionable for both agents and customers.
Key responsibilities
- Create and maintain help center articles, FAQs, macros, internal process docs, and training materials
- Translate complex, technical product information into clear and easy-to-understand content for customer care agents
- Collaborate with product and engineering teams to stay on top of feature changes and product updates
- Deliver live and recorded training sessions to onboard and upskill customer care agents
- Ensure all content is consistent in tone, accurate, and aligned with brand and support guidelines
- Manage multiple content projects at once, balancing timelines and shifting priorities
- Regularly audit existing content for accuracy and relevance, ensuring documentation reflects current policies and workflows
- Partner with Customer Care leadership to create onboarding and upskilling resources for agents
Skills and qualifications
- 2+ years of experience in content development for customer support or training teams
- Excellent writing, editing, and proofreading skills
- Proven ability to digest and simplify complex information
- Experience delivering training in live or asynchronous formats
- Strong project management skills and ability to meet deadlines
- Comfortable working cross-functionally with product, engineering, and customer care teams
- Detail-oriented with a focus on quality and claritySelf-starter who thrives in a fast-paced, dynamic environment
Bonus qualifications
- Experience with structured content authoring or content management systems
- Background in SaaS, fintech, or tech startups
- Familiarity with tone of voice and content style guides
- Experience developing e-learning or onboarding materials
Why join us
• Opportunity to work with a dynamic and innovative company at the forefront of the industry.
• Collaborative and supportive team environment with opportunities for growth and development.
• Competitive compensation package with insane opportunity for growth.
Our values and non-values
• Establishing team values is critical. We believe it’s equally essential to identify team non-values. We’re stronger in driving our mission home with both values and non-values taken into account. Note: Our goal in sharing these up front and transparently is to be as straightforward with people as possible. Our goal is not to be combative in our language; it’s to be straightforward.
• Action Item: If you read these values and non-values and get more fired up about working at doola, lets talk: https://www.doola.com/careers/
If you are passionate about helping businesses succeed and thrive, and you possess the skills and experience outlined above, we want to hear from you. Join us at doola and be part of a team dedicated to simplifying the path to business success.
doola is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
Content Management Systems
E-Learning
SaaS
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