Customer Communications Specialist

About SofterWare

Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve.

Your Role as a Customer Communication Intern

The Customer Communications Intern will partner with the Customer Communications Specialist to work on specific projects (listed below) and provide additional administrative support as needed. This will be a 3-month internship.

Projects

• Knowledgebase review project: Complete the remaining articles scoped in the Knowledgebase review project. Because Mosaic uses Knowledgebase content to generate responses, accurate and well-organized documentation is essential. This project includes appropriately mapping and consolidating articles, duplicate content removal, outdated information updated, every documented step validated within the product, screenshots updated where needed, links tested, Knowledgebase standards applied, final QA completed, and published.
• Mosaic workflow implementation: Support adoption of the Mosaic content review workflow as a standard process. Mosaic identifies content gaps in the Knowledgebase and generates draft articles or suggested updates. Responsibilities include reviewing suggested articles, determining which suggestions should be published and which should be added to existing articles, prioritizing updates, communicating suggestions or concerns with stakeholders via Slack and Jira, publishing updates in a timely manner, and identifying workflow improvements during implementation.

Key Responsibilities

• Review, update, and prepare Knowledgebase articles for publication.
• Consolidate duplicate content and reorganize articles to improve searchability and usability.
• Validate documented product steps, update screenshots, and test article links.
• Apply Knowledgebase writing and formatting standards to ensure consistency and accuracy.
• Publish approved Knowledgebase articles, including assigning a topic, validating formatting, and completing final quality assurance checks after publication.
• Support implementation of the Mosaic workflow by reviewing AI-generated content suggestions and determining whether they should be published as new articles or incorporated into existing articles.
• Communicate recommendations, questions, and project updates through Slack and Jira.
• Identify opportunities to improve content workflows and documentation processes.
• Provide administrative support for Customer Communications projects as needed.

Key Requirements

• Close attention to detail: Thorough and accurate in both written and verbal communication.
• Strong product knowledge
• Organizational skills: Able to prioritize tasks and manage time well.

Internship Duration

3 months full-time