Copywriter - Knowledge base

About Upheal

Upheal is transforming mental health care through AI-powered therapy intelligence and clinical automation. We help therapists focus on what matters most—client care—by taking on their administrative and analytical workload.

Role overview

This is a fully remote, part-time contract role.

We are looking for an experienced Copywriter to support and scale our Customer Center (Knowledge base) content. In this role, you will create, maintain, and optimize clear, concise, and user-focused support articles that empower customers to successfully use our products. You will also play a key role in shaping the overall information architecture of the Customer Center to ensure a seamless and intuitive user experience.

You will collaborate closely with Support, Product, Sales, and Customer Success teams to ensure our help content is accurate, up to date, and aligned with customer needs. In addition, you will help improve the performance of our AI-powered support agent (Fin in Intercom) by creating and maintaining high-quality snippets, instructions, and knowledge sources.

Key responsibilities

• Write and maintain clear, concise support articles for the Customer Center.
• Ensure content is user-friendly and up-to-date with the latest product information.
• Contribute to the overall structure and information architecture of the support center, ensuring a well-organized experience for users.
• Collaborate with the support, product, sales and success teams to gather insights that informs CS updates.
• Edit and proofread content for accuracy and clarity.
• Optimize articles for SEO and GEO usability
• Update or expand existing content based on user feedback and analytics.
• Monitor and continuously improve the output of the CS AI Agent (Fin in Intercom) by writing and maintaining snippets and instructions, ensuring accurate information and enabling the agent to independently handle issues suitable for AI-based resolution.
• Assist with creating other supportive content for educational materials, such as videos, images, emails, and consulting on these materials.

Skills

• 3+ years of experience as a copywriter, technical writer, or content specialist, preferably in a SaaS or technology environment.
• Strong understanding of information architecture, content organization, and user-centered documentation.
• Experience working with AI-powered support tools or chatbots, including writing content for AI agents.
• Excellent writing, editing, and proofreading skills with strong attention to detail.
• Ability to translate complex product information into clear, accessible language for diverse audiences.
• Experience optimizing content for SEO and GEO usability.