Support Documentation Specialist - Audit, Reorganize & Optimize Help Library
• *About Occasion:** At Occasion, our vision is to connect people through shared experiences. We believe our work supports the efforts of entrepreneurs, who bring people together, become successful in their business and make a difference in their communities. Occasion.app powers experiential businesses by providing them with an online software product with three features: 1. Online booking and payment 2. Automated customer acquisition and re-engagement campaigns 3. Business manager • *Project Scope:** • *Phase 1 - Audit & Strategy (Week 1-2):** - Review our existing help library and identify content gaps - Analyze support tickets to find recurring issues that need documentation - Assess current information architecture and propose improvements - Recommend SEO/AEO optimization strategy for self-service discovery • *Phase 2 - Restructure & Template (Week 3-4):** - Reorganize articles with intuitive categorization and navigation - Create a stylistic template for articles (formatting, structure, tone) - Define standards for screenshots, images, and visual elements - Optimize existing content for search engines and AI-powered search • *Phase 3 - Execution (Ongoing):** - Rewrite or improve articles following new template and standards - Create new articles to fill identified gaps - Add screenshots and visuals where needed - Ensure content is optimized for both SEO and AEO (answer engine optimization) • *What We're Looking For:** - Experience auditing and improving SaaS documentation - Strong information architecture skills - you know how users search for help - Understanding of SEO/AEO best practices for help content - Ability to create clear, concise documentation for both technical and non-technical audiences - Experience with help desk tools (we use Helpscout) and analyzing support data - Visual communication skills - comfortable creating or directing screenshot/image creation - Portfolio showing before/after examples of documentation you've improved • *Deliverables:** - Audit report with gap analysis and recommendations - Reorganized help library structure - Article style guide and templates - Rewritten/optimized articles with appropriate visuals • *To Apply:** Please share: 1. Examples of documentation projects you've completed (especially audits/reorganizations) 2. Your process for identifying documentation gaps from support tickets 3. How you approach SEO/AEO optimization for help content Apply tot his job