AI Content Specialist – Customer Support

Matific

. Structure, write and translate the multilingual Help Center, reviewing and validating every piece for accuracy and brand consistency.

Posted 11/11/2026full-timeRemote • ArgentinaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in creating and managing multilingual content, including Help Centers and online courses, while leveraging AI tools for content production and analysis. Strong analytical skills are essential for improving customer experience through data-driven insights and collaboration with cross-functional teams.

Highest-signal resume keywords

Multilingual Content CreationAI Tools UtilizationHelp Center ManagementVideo ProductionData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content WritingVideo EditingLMS PlatformsChatbot SetupHTML/CSSUX WritingConversational DesignAI Coding ToolsIntercomCustomer Support

Soft Skills

CuriosityAction-OrientedCreative CommunicationCollaborationAnalytical Thinking

Tools & Technologies

Intercom FinClaudeGeminiAI Text ToolsAI Video ToolsAI Voice ToolsAI Image ToolsLearning PlatformExplainer Video ToolsHelp Center Tools

Industry Keywords

EdTechStartupsCustomer ExperienceKnowledge BaseSupport ConversationsContent GapsResolution RateCX ScoreMultilingual SupportOnline Course Creation

About the role

Key responsibilities & impact

Structure, write and translate the multilingual Help Center, reviewing and validating every piece for accuracy and brand consistency.
Create flows, guidance and articles for Intercom Fin and in-house LLM-based AI support agents.
Design AI-ready taxonomies and FAQs, test agent answers, review real conversations and fix content gaps.
Plan, script, record, edit and publish explainer videos and maintain the multilingual video library.
Create online courses and maintain the Learning Platform and existing courses in multiple languages.
Use AI text, video, voice and image tools to produce engaging multilingual content at scale while maintaining quality and consistency.
Partner with Product and Customer Success to align content with product changes, launches and customer needs.
Analyze AI-agent and support conversations, resolution rate and CX score to identify patterns, gaps and trends, then improve articles, videos, agent answers and flows and help prioritize future improvements.
Work within the Global Support team and report to the Global Head of Support.

Requirements

What you’ll need

Curious and hands-on: you learn a new product fast, ask good questions and go looking for answers and resolution on your own. You're a natural builder: you enjoy setting up flows, testing what works and improving it.
Action-oriented: you get things done and can manage multiple tasks at the same time. You ship, learn and iterate.
AI-native: AI is part of how you work every day — for writing, translating, video and research, with tools like Claude or Gemini — and you know when to trust it and when to check it.
Creative communicator: you can turn complex features into clear, engaging content.
Collaborative attitude: you build strong relationships across teams.
Analytical and data-driven: You dig into conversations and data to find patterns, measure the impact of your work and use evidence to decide what to fix first.
Fluent Spanish and English, especially written; Portuguese is a strong plus.
Experience creating video tutorials, explainer videos or educational content.
Experience writing and maintaining a Help Center or knowledge base; Intercom is a plus.
Experience with LMS platforms or online course creation.
Experience setting up chatbots or AI agents and structuring content for them; Intercom Fin is a strong plus.
Background in education, EdTech or startups.
Experience in customer support and ticketing or help center tools such as Intercom, Salesforce or similar.
Builder's mindset with tech: no-code tools, basic HTML/CSS, UX writing, conversational design, or AI coding tools such as Claude Code or Codex. No programming background required.
Include links to content you've created: videos, articles, courses or anything you're proud of; AI-assisted work is welcome, with an explanation of how you made it.

Benefits

Comp & perks

A business with a strong purpose to provide quality education to children globally
A fast-paced environment, fast-growing SaaS company
Work with ministries of education, leading high-profile global publishers and partners
Work closely alongside seasoned, successful entrepreneurs
Opportunity to innovate and challenge the status quo
Great remuneration package with significant upside potential