Knowledge Content Associate

Description

Summary: The Knowledge Content Associate creates, curates, and maintains high-quality, accurate, and engaging Help Center content, collaborating cross-functionally to ensure consistency and improve customer satisfaction. Highlights: 1. Key role in creating high-quality, engaging Help Center content 2. Collaborate cross-functionally with Product, Operations, CX, and Localisation 3. Directly impact customer satisfaction and chatbot efficiency We’re on a mission to make our Help Center the single source of truth for our customers, partners, and agents. The Knowledge Content Associate will play a key role in creating, curating, and maintaining high\-quality content that is accurate, engaging, and easy to understand. This role is perfect for someone who has a keen eye for detail, and can balance clarity with creativity. You’ll work cross\-functionally with Product, Operations, CX, and Localisation teams to ensure all Help Center content is not only factually correct but also consistent with our tone of voice. Your work will directly impact customer satisfaction, chatbot efficiency, and overall trust in our platform. **About Treatwell** Hi, we’re Treatwell. Nice to meet you. We’re a team of 700 passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 50,000 salon partners across 13 countries, processing over 8 million bookings every month. And….breathe. But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community. If this excites you, we might just have the role for you. **You will be responsible for:** * Create and update Help Center content that is accurate, user\-friendly, and engaging. * Collaborate with subject matter experts across Product, CX, and Operations to gather information and validate details. * Adapt technical information into clear, concise language that is easy to understand for non\-technical audiences. * Maintain brand tone of voice across all articles and ensure consistency of style, formatting, and structure. * Continuously audit and refresh existing content to keep it up\-to\-date, relevant, and aligned with product changes. * Optimise articles for usability (clear structure, formatting, images, video, and links). * Support localisation efforts by preparing content that is easily translatable and consistent across markets. * Leverage analytics and feedback to identify content gaps and opportunities to improve article performance and customer experience. * Experiment with new formats (guides, visuals, step\-by\-steps, interactive elements) to make knowledge more accessible and engaging. * Partner with AI/bot optimisation teams to ensure content is designed for easy use by both people and automation. **Requirements** **About you:** * You have proven experience in content creation and feel comfortable writing and refining content with a focus on clarity and quality. * You have high attention to detail – you notice small formatting issues, typos, and inconsistencies others might miss. * You have a creative mindset, always searching for ways to improve our Help Centres to provide the best partner and customer experience. * You have experience multitasking – you can juggle multiple requests and projects and shifting priorities with ease, while staying on track and meeting deadlines. * You're results\-driven, always striving to meet targets with a strong focus on efficiency and quality. * You are process\-oriented – you follow instructions carefully and consistently apply standards across all tasks. * You can meet tight deadlines and are happy working under pressure * You collaborate well with teams and value feedback * You're a proactive communicator – you ask questions or escalate issues when something doesn’t look right or the system behaves unexpectedly. * You are fluent in English (both written and oral forms). Any other European languages are a plus. **Benefits** **We’ll treat you with:** * 28\-days holiday, plus bank holidays * Monthly €40 Treatwell vouchers so you can treat yourself too * Mental health support through one of our partnerships * Parental voucher * Gym membership discount **Equal Opportunities** We are committed to fostering a diverse, inclusive, and equitable workplace and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to their condition.