Help Center Content & AI Support Specialist

Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you’re a good match!

Your territory

As part of our Customer Experience team, you will:

• Review, update, and improve help center articles to ensure clarity, accuracy, and value for our users
• Collaborate with Customer Support, Product, and technical teams to keep documentation up to date with the latest product functionality and translate complex product details into clear, user-friendly content
• Analyze support ticket trends, search queries, and user behavior to identify content gaps and prioritize improvements
• Monitor help center performance metrics (e.g., bounce rate, search success rate) and suggest data-informed enhancements
• Organize and structure content effectively using tags, categories, and internal links to improve navigation and search results
• Coordinate translation and localization efforts to make help content accessible to global audiences
• Assist in training and maintaining AI tools by tagging or formatting content appropriately for optimal chatbot and search performance
• Identify and flag outdated or unclear AI-generated responses and support content integration into AI assistants
• Track article usage and customer feedback to spot outdated or missing content and recommend new articles or updates
• Use tools like markdown editors, help desk platforms, or content management systems (CMS) to create and manage content
• Bring in your fresh ideas to make Tractive better – you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 2+ years of experience in support, content writing, technical documentation, or a related field
• Excellent writing and editing skills with the ability to simplify complex information
• Familiarity with documentation and help desk tools (e.g., Zendesk, Intercom, Notion, Confluence)
• Interest in AI tools and motivation to learn about optimizing content for chatbots, search engines, and AI discovery
• Comfortable using data to track content performance and identify improvement opportunities
• Excellent English skills
• Valid Austrian work-permit

Does this sound like you?

• A doer with a hands-on mentality who’s eager to bring their experience to the table
• Curious and always looking to learn something new
• Empathetic and able to see things from different perspectives
• Tech-savvy and passionate about creating helpful, high-quality content
  
• Passionate about Tractive’s mission and products
• Excited to work in Austria alongside an outstanding team