Product Support Content Specialist - 5516

Product Support Content Specialist
Location: London, hybrid
Contract: 6 months initially
Hours: 40 hours per week
Rate: £50.96 per hour PAYE
Start: As soon as possible

About the roleWe’re looking for an experienced content specialist to create and maintain clear, useful customer support content for a portfolio of consumer technology products. You’ll help customers find answers and understand product features by keeping Help Centre articles, FAQs and guides accurate, accessible and easy to follow.

You’ll work closely with product, engineering, design, marketing and customer support teams. The role also involves using AI tools to support research and drafting, with careful human editing and fact-checking before content is published.

Key responsibilities

• Create, review and update customer-facing Help Centre articles, FAQs, guides and product support content.
• Translate complex product and technical information into clear, accessible language.
• Work with cross-functional teams to understand product changes and ensure support content is accurate.
• Review customer feedback and recurring support issues to identify content gaps and improvements.
• Use AI tools to support research and drafting, then edit, verify and refine content before publication.
• Manage multiple content requests and deadlines, agreeing priorities with stakeholders.
• Raise concerns and negotiate when proposed content, scope or timelines could affect quality or accuracy.
• Collaborate with colleagues across the UK and US, including occasional later meetings.

What we’re looking for

• Experience creating or managing customer-facing Help Centre, knowledge-base or product support content.
• Strong writing and editing skills, with the ability to explain complex information clearly.
• Experience working with product, engineering, design or customer support teams.
• Confidence managing competing requests, negotiating priorities and constructively challenging stakeholders when needed.
• Familiarity with AI-assisted content workflows and the importance of human review and fact-checking.
• Excellent organisation and attention to detail.

Working pattern and benefitsThe role is hybrid, with three days per week expected in a London office near King’s Cross, usually Tuesday to Thursday. There may be some flexibility depending on collaboration needs.
The contract is paid weekly through PAYE. Holiday accrues at 25 days per year, prorated for the contract, plus paid bank holidays.