About the job

Job Summary

We are seeking an experienced Content Specialist who is passionate about creating clear, engaging and impactful content that helps users get the most from our products.

This role goes beyond traditional release notes. You will play a key part in shaping how customers understand, adopt and use new product functionality. As a member of the Services team, you will challenge established ways of working, introduce new ideas and continuously improve the way we communicate product changes.

You will work closely with Product, Engineering, Customer Success and regional teams to ensure every software release is supported by accurate, accessible and engaging content that delivers an exceptional customer experience.

Key Responsibilities

• Develop and maintain a comprehensive range of user-facing content to support new software releases, including:
• Release notes and product updates
• User guides, manuals and help content
• Interactive user journeys, guided tours and in-product guidance
• Training materials, including presentations, quick reference guides and e-learning modules
• Partner closely with Product Managers, Developers, Testers and other stakeholders to understand new features, enhancements and product changes.
• Develop content plans, priorities and schedules that align with product and release timelines.
• Coordinate and deliver training sessions and workshops for internal teams across multiple regions, supporting effective product adoption and knowledge transfer.
• Regularly review and enhance content using customer feedback, user analytics and product developments.
• Ensure a consistent tone of voice, style and brand experience across all content and communication channels.
• Maintain a well-organised content library to enable easy access, ongoing reference and content reuse.
• Act as an advocate for both internal teams and customers, ensuring documentation and guidance address genuine user needs and common questions.
• Use data, analytics and customer insights to identify opportunities to improve the quality, relevance and effectiveness of content.
• Build strong relationships across the business and become a trusted content partner to Product, Engineering and Customer Success teams.
• Challenge existing processes and approaches, proactively identifying opportunities to improve how product information is created, communicated and consumed.

Skills & Experience

Essential

• Previous experience working with accounting, finance, bookkeeping or practice management software.
• Strong understanding of accounting terminology, processes and financial workflows.
• Proven experience creating content for software products, ideally within a product, technology or software release environment.
• Excellent writing, editing and proofreading skills, with a strong eye for detail.
• Ability to translate complex technical and product concepts into clear, concise and user-friendly content.
• Strong communication and collaboration skills, with the ability to work effectively across cross-functional and international teams.
• A proactive mindset with the confidence to challenge existing approaches and recommend practical improvements.

Desirable

• Experience working within legal, accounting or professional services software.
• Familiarity with content management systems, knowledge bases and content authoring tools.
• Experience using user onboarding and in-product guidance platforms such as WalkMe, Pendo or Userflow.
• Experience creating graphic, multimedia or visual content.
• Experience designing and delivering training across classroom, virtual or self-paced environments.
• Experience working closely with Product, Engineering and Customer Success teams in a software environment.

What Success Looks Like

Success in this role means making it easier for customers and internal teams to understand, adopt and get value from new product functionality. You will bring a customer-first mindset to every release, continually looking for better ways to communicate complex information and establish yourself as a trusted partner across the organisation.