Knowledge Base Editor

Aviasales is hiring a Knowledge Base Editor to write and maintain internal support knowledge base, customer FAQ, and response templates. Requires 2+ years of editing/content experience, knowledge base/help center background, and AI tools familiarity.

Write and update materials for the internal support knowledge base: instructions, algorithms, process descriptions, and work rules. Create manuals for internal systems and tools — from short instructions to large materials that require understanding how everything works. Work with customer response templates: write new ones, improve existing ones, and ensure they are clear and human. Develop customer FAQ: write materials about Aviasales products and features, airline fares, and other user questions. Independently gather information: study documentation and existing processes, communicate with experts and internal stakeholders. Work with knowledge base structure: help make information easy to find and use. Join support and CX team projects to update existing or create new materials. Analyze how published materials perform, find improvement points, and where possible evaluate results with data.

2+ years of experience as an editor, author, or content specialist. Experience with knowledge bases, help centers, FAQ, instructions, customer service, or similar formats. Ability to explain complex things in simple language and adapt text to a specific audience and task. Ability to independently immerse in a new topic: find and verify information, ask experts questions, and understand processes. Willingness to communicate extensively with internal stakeholders, clarify tasks, and justify decisions. Ability to work with feedback and independently organize work on multiple tasks. Understanding of how to evaluate content quality and effectiveness. Experience with AI tools and understanding of which tasks and stages they should be used for.