Content specialist, Help Content & VOC

The Help Content Unit (HCU) provides clear and high-quality self-help content, as well as contributing towards an intuitive support ecosystem and member empowerment. To keep up with the rapid advancement and increasing complexity of our product and operational updates, the team is looking for a new member.

We are looking for an Content Specialist who will be part of the Help Content Unit and will specialise in preparing content strategies for small-to-mid-sized launches, creating high-quality Help Centre articles, and maintaining chatbot responses. You will also maintain close communication with our internal stakeholders, collaborating with Product, Operations, and Legal teams, while partnering with Content Strategists on large-scale initiatives.

In this position, you’ll

• Prepare content strategy for small–mid sized launches by gathering input from Product, Operations, and Legal SMEs to define content changes across Help Centre FAQs, Chatbots, and Auto-replies
• Create and maintain high‑quality self‑help content by writing clear, concise, member-focused articles and chatbot responses that adhere to our tone of voice and style guidelines
• Proactively review and improve existing content within the self-help ecosystem to ensure it remains accurate, relevant, and easy to use
• Collaborate across cross-functional teams to clarify policies, flows, and edge cases with subject-matter experts and coordinate upcoming launches with HEX product teams
• Partner with Content Strategists on large or complex initiatives, executing their established content strategy and guidelines
• Ensure the quality and performance of content by following QA checklists and using data (like deflection and member feedback) to spot and log content gaps
• Drive content improvement ideas to completion autonomously using the team's bi-weekly sprint process and Jira workflows
• Contribute to team processes and standards by helping improve internal guidelines, templates, and documentation to make content work more scalable and efficient

• Have experience in/with content writing, content design, technical writing, UX writing, or a similar field, ideally within a digital product or customer support environment
• Have a strong understanding of how to explain complex topics in simple, member‑friendly language while maintaining strong editing skills (grammar, clarity, structure, and consistency)
• Care deeply about attention to detail and a quality mindset - you naturally catch inconsistencies, missing edge cases, and outdated information
• Excellent written and spoken English communication skills
• Comfortable with working alongside multiple stakeholders and SMEs (e.g., Product, Operations, Legal) and successfully reconciling their feedback
• Good at owning small-to-mid-sized scopes end-to-end, from understanding context to delivering ready-to-publish content with minimal supervision
• Well-versed in working independently in day-to-day BAU while remaining proactive about communicating risks, blockers, and ambiguities early

Nice to have

• Advantage: experience working with self-help content (Help Centres, chatbots, FAQs, knowledge bases) and content management systems or localisation workflows
• Advantage: familiarity with content performance metrics (deflection, contact rate, self-help effectiveness) and experience using data to prioritise content work in cross-functional product setups

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 540 for home workplace furniture
• Private health insurance
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast