Customer Support Content Specialist EMEA or LATAM

Job Description

Horizons is seeking a Customer Support Content Specialist to create clear and helpful support content. This role involves collaborating with product, customer support, and success teams to ensure customers have the right information. The Customer Support Content Specialist will be responsible for creating and maintaining high-quality knowledge base articles, internal support documentation, and agent macros that reduce ticket volume and improve customer experience.Role involves:

• Writing, editing, and managing self-service content (Help Center articles, FAQs, product walkthroughs)
• Maintaining internal knowledge bases for support agents (macros, playbooks, workflows)
• Translating product updates and complex workflows into clear, simple instructions
• Analyzing support ticket trends and customer feedback to identify content gaps
• Owning content audits and maintain accuracy across all support documentation
• Collaborating with CX, Product, and Marketing to ensure a unified tone and style
• Implementing and improving knowledge base tagging, hierarchy, and searchability

Requirements:

• 2+ years in content creation for support, knowledge management, or technical writing (ideally in SaaS)
• Excellent written communication and editing skills
• Familiarity with customer support platforms (Zendesk, Intercom, Help Scout, etc.)
• Experience working cross-functionally across support and product teams
• Ability to write for different audiences, end-users, internal teams, and stakeholders
• Strong organizational skills and attention to detail

Horizons offers:

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid)
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• Necessary hardware to ensure you have the tools you need to succeed from day one