The Job
We are seeking a Product Content Specialist to build and support the system of customer-facing product content that helps our users understand, adopt, and succeed with our platform.This role collaborates closely with the Product, Product Marketing, Customer Success, and Development teams. The ideal candidate is both a strategic thinker and a strong technical communicator who can translate complex workflows into clear, practical guidance for customers.Rather than simply producing documentation, this role will help design and maintain the framework through which product knowledge is delivered to customers.
The Role
What You'll Do
Build and Support the Product Content System
- Develop and maintain the structure and taxonomy of our help center and product documentation
- Establish standards for terminology, screenshots, and instructional clarity
- Implement repeatable processes for documentation tied to product releases
- Continuously audit and improve existing content to ensure relevance and usability
- Leverage AI writing and content tools to improve documentation speed, consistency, and scale while maintaining a high editorial bar
Partner Closely with Product and Development
- Participate in roadmap discussions and sprint cycles to stay aligned with upcoming features
- Collaborate with development teams to ensure in-product copy, instructions, and error messages are clear and helpful to users
- Translate product functionality into clear educational content for customers
- Provide feedback to Product teams when documentation reveals UX friction or customer confusion
- Explore and evaluate emerging AI-assisted tools (e.g., for content generation, customer insight, and product adoption) to enhance how product knowledge is delivered
Enable Successful Feature Adoption
- Produce release notes that focus on practical use cases and workflows
- Create educational assets such as help articles, visual guides, and walkthrough resources
- Identify content opportunities that help customers adopt key product capabilities
Collaborate Cross-Functionally
- Work closely with Product Marketing to ensure clear handoff between product education and go-to-market messaging
- Partner with Customer Success and Support to identify common customer pain points
- Align with onboarding teams to ensure customers receive consistent guidance
Establish a Continuous Improvement Loop
- Monitor customer feedback and engagement with the knowledge base to identify content gaps
- Track support trends and questions to improve documentation
- Recommend improvements based on customer usage and feedback
- Ensure documentation evolves alongside the product
What We're Looking For
Required Experience
- 3+ years in product content, technical writing, or product documentation within a SaaS environment
- Experience building or restructuring a help center or documentation system
- Ability to translate complex technical workflows into clear user guidance
- Experience collaborating with product managers, developers, and cross-functional teams
- Familiarity with AI writing tools (e.g., Claude, ChatGPT, Notion AI) and how they can be integrated into documentation workflows
Preferred Experience
- Experience with Zendesk and Appcues is a plus
- Familiarity with accounting, tax, or financial software
- Experience using content analytics or support insights to guide documentation improvements
Skills & Attributes
- Excellent written communication
- Comfort working in evolving or ambiguous environments
- High ownership and initiative
- Ability to collaborate effectively across teams
- Enthusiasm for experimenting with new tools and technologies, including AI, to do your best work
- Curiosity and ambition to grow into a strategic product content leader
About Us
SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.
SmartVault Team Culture and Values
SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher-value activities in their business or personal lives. Learn more about our business and our values.
Benefits of Working at SmartVault
We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working. Learn more about our benefits.We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services, and tackle the diverse and exciting challenges we face.
PRE-EMPLOYMENT CHECKS
We take the security of our business and our duty of care to our customers and their data very seriously, so we need to check that you don’t have any adverse history that could pose a legitimate security risk to our business or customers. To do this, we perform background checks on you if you are offered the job. We will not discriminate unfairly against you based on any information revealed in those checks.
HOW WE USE YOUR PERSONAL DATA
We take data protection very seriously at GetBusy. To find out how we will use your personal data during this application process, please visit GetBusy Applicant Privacy Policy.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship is not available at this time.
