Job description
Job Title: Content Writer
Team: Support Operations
Location: Remote / Hybrid
Reports to: Enablement Manager / Head of Support
About Nas.io
Nas.io helps business owners and entrepreneurs build thriving online communities. We’re building the tools and support systems that empower people to connect, grow, and build sustainable businesses. As we scale, we’re looking for a versatile and driven individual to join our team and play a key role in automation, AI improvements, and support enablement.
Role Overview
We’re looking for a Content Writer to support Support Enablement by creating, maintaining, and improving user-facing content that helps customers understand our product and succeed with it.
This role works closely with the Enablement Manager and cross-functional teams to identify content gaps, gather requirements, and translate product knowledge into clear, practical resources. You’ll play a key role in executing enablement priorities, improving clarity, and keeping our customer-facing materials accurate and easy to use.
Key Responsibilities
Create and maintain help articles, guides, and visual assets that explain product features and workflows clearly
Support ongoing audits of existing help content to identify gaps, outdated information, and areas of confusion
Proactively gather input from Sales, Customer Success, and Onboarding teams to understand recurring questions and friction points
Surface content needs, patterns, and recommendations to the Enablement Manager for prioritization
Recommend appropriate content formats (e.g. help article, infographic, internal escalation, or routing to Marketing/Education) based on user needs
Design simple, easy-to-understand infographics and visual aids to support written content
Ensure content is accurate, consistent, and aligned with product behavior
Know when to resolve content issues independently and when to escalate product or messaging concerns
Continuously build product knowledge by exploring the platform and reviewing real user scenarios
Core Competencies
1. Clear, Practical Content Execution
Ability to turn product and process information into clear, structured, user-friendly content.
Writing actionable help articles
Structuring content for scanning and comprehension
Using simple language and clear examples
2. Stakeholder Collaboration & Input Gathering
Ability to work with multiple teams to collect inputs and keep content aligned.
Proactively reaching out to stakeholders
Clarifying vague or conflicting requirements
Summarizing inputs clearly for decision-making
3. Judgment & Escalation Awareness
Ability to solve content problems independently while knowing when to escalate.
Identifying content vs product issues
Escalating unclear or high-risk topics appropriately
Avoiding unnecessary dependency while staying aligned
4. Visual Clarity & Design Simplicity
Ability to create visuals that prioritize understanding over aesthetics.
Designing simple infographics and diagrams
Supporting written content with visuals
Keeping layouts clean and easy to follow
5. Ownership & Self-Starting Behavior
Ability to take responsibility for execution and continuously improve content quality.
Actively learning the product beyond provided documentation
Spotting gaps or inconsistencies independently
Following through on improvements without constant direction
Nice to Have
Experience writing help center or support enablement content
Familiarity with SaaS products or digital tools
Interest in customer education, onboarding, or support operations
