Job description
18 month contract
Location: Tucson, Mountain View, or Reno - onsite 2 days a week
Responsibilities:
- Contribute to self-help experiences that leverage AI technologies to help solve customer problems at scale
- Accelerate the use of AI to make authoring tasks or the authoring process/workflow more efficient
- Author modular, structured customer-facing self-help content for the offerings in the ecosystem; transform complex accounting or systems jargon into conversational, approachable language
- Design experiences for our support site that engage customers and help them more quickly find the resources they need
- Implement style, voice and tone, and content patterns consistently. Understand the role consistent communication plays in building a brand. Contribute to new standards as the need arises
- Collaborate effectively with other designers, writers, product managers, and customer experience leads
- Richly tag and/or annotate content to facilitate the training of large language models; identify enhancements to taxonomy to better represent customer or content needs
- Be curious; maintain a comprehensive understanding of industry trends, emerging technologies, and best practices to inform content curation and content optimization strategies
- Contribute to the ongoing improvement of our authoring tools and content management system to ensure it meets our evolving needs
- Work with cross-functional teams to ensure alignment with product, user needs, and business objectives
- Conduct user testing and iterate on design based on user feedback
- Become immersed in customer research to develop deep customer empathy. Communicate with customers based on insights, needs, and desires
- Work closely with internal stakeholders to understand key customer needs
- Use customer problem statements and personas to craft engaging, humanized content that connects with customer needs
- Manage multiple projects and priorities
- Work closely with internal stakeholders to understand key customer needs
Skills:
3-5 years of experience in content curation, technical writing, computational linguistics, or a related field. Experience with modular, structured content (DITA, for example) is preferred.
Experience in implementing UX design principles.
Understand and implements content processes and standards to maximize content effectiveness. Understand how SEO strategy, taxonomy, hierarchies, and other content systems increase content efficiency and effectiveness.
Use basic storytelling and conversation techniques.
Demonstrate command of writing fundamentals, including style, grammar, and information architecture.
Strong knowledge of AI/large language models and how they work: source content ingestion, prompt writing, output evaluation, and output curation.
Good understanding of help systems, design systems, usability, accessibility, modularity, and framework
Experience working with a content management system or component content management system.
Ability to quickly synthesize and extrapolate data
Strong interpersonal and collaboration skills
Ability to operate independently
Team player willing and able to pitch in whenever and wherever needed
Top 3 Skills:
- Experience working with Wordpress and content management systems or component content management systems.
- Experience with modular, structured content (DITA, for example).
- Understand how SEO strategy, taxonomy, hierarchies, and other content systems increase content efficiency and effectiveness.
