AI Content Specialist – Customer Support

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Develop, author, and translate the multilingual Help Center, ensuring each element is accurate and maintains brand consistency.

• Create workflows, guidance documents, and articles for Intercom Fin and proprietary LLM-based AI support agents.

• Design AI-compatible taxonomies and FAQs, assess agent responses, review actual conversations, and address content deficiencies.

• Plan, script, record, edit, and publish explainer videos while managing the multilingual video library.

• Develop online courses and oversee the Learning Platform along with existing courses in various languages.

• Utilize AI text, video, voice, and image tools to generate engaging multilingual content at scale while ensuring quality and consistency.

• Collaborate with Product and Customer Success teams to ensure content aligns with product updates, launches, and customer requirements.

• Analyze AI-agent and support conversations, resolution rates, and CX scores to identify trends, gaps, and patterns, subsequently enhancing articles, videos, agent responses, and workflows to prioritize future improvements.

• Operate within the Global Support team and report directly to the Global Head of Support.

⛳️ Requirements

• Inquisitive and proactive: you quickly learn new products, ask insightful questions, and independently seek answers and resolutions. You thrive on building: you enjoy setting up workflows, testing effective solutions, and refining them.

• Results-driven: you accomplish tasks efficiently and can handle multiple responsibilities simultaneously. You deliver, learn, and iterate.

• AI-savvy: AI is integral to your daily workflow — for writing, translating, video production, and research, utilizing tools like Claude or Gemini — with the ability to discern when to rely on it and when to verify.

• Innovative communicator: you can transform intricate features into straightforward, engaging content.

• Team-oriented: you cultivate strong relationships across various teams.

• Data-oriented and analytical: you delve into conversations and data to uncover patterns, assess the impact of your contributions, and leverage evidence to prioritize improvements.

• Proficient in both Spanish and English, especially in written communication; proficiency in Portuguese is a significant advantage.

• Proven experience in creating video tutorials, explainer videos, or educational content.

• Experience in establishing and maintaining a Help Center or knowledge base; familiarity with Intercom is a plus.

• Experience with LMS platforms or the development of online courses.

• Experience in configuring chatbots or AI agents and organizing content for them; knowledge of Intercom Fin is a strong advantage.

• Background in education, EdTech, or startups.

• Experience in customer support and familiarity with ticketing or help center tools such as Intercom, Salesforce, or similar platforms.

• Builder's mindset with technical skills: knowledge of no-code tools, basic HTML/CSS, UX writing, conversational design, or AI coding tools like Claude Code or Codex. No programming experience is required.

• Provide links to your created content: videos, articles, courses, or any work you take pride in; AI-assisted projects are welcome, along with an explanation of your process.

🏝️ Benefits

• A mission-driven organization dedicated to delivering quality education to children worldwide.

• A dynamic work environment within a rapidly growing SaaS company.

• Collaborate with ministries of education and leading high-profile global publishers and partners.

• Work closely with experienced and successful entrepreneurs.

• Opportunity to innovate and challenge existing norms.

• Competitive remuneration package with significant potential for growth.