My name is Erica Howard

I’m a content writer who’s worked in customer experience for over ten years. My work has mostly focused on the content support teams depend on: help center articles, customer communication macros, SOPs, refund policies, and training materials for new agents. As someone who started on the front lines of support, I write for the person who needs an answer mid-conversation, whether that’s an agent or a customer helping themselves. Working remotely since 2019 has shown me how much people rely on clear written answers when there’s no one nearby to ask.

Today I work as an independent AI training contractor, writing prompts and evaluating AI-generated content for accuracy, clarity, and instruction-following.