With over 700 million users, the Customer Experience (CX) team is at the forefront of simplifying how users and customers interact with our client. The CX team focuses on solutions that work for customers as well as implementing the technologies that will simplify the customers’ journey. We bring the customer voice across the organization to ensure our client's product delivers the best possible customer experience.
The mission of the CX Scaled Success team is to design and deliver seamless support experiences to empower our customers’ success at scale. As a key member of the content team, you’ll be responsible for helping define, develop, and implement our editorial strategy. You’ll evaluate help center traffic and other KPIs to make short and long-term content decisions. You’ll onboard and train new writers, edit content to ensure it meets quality standards, and manage our editorial calendar.
Responsibilities
Work with team lead to set, develop, and implement editorial strategy
Oversee article template migration process
Evaluate traffic data and helpfulness metrics to make short and long-term decisions
Support team lead in cross-functional projects and initiatives
Onboard, train and mentor team members
Manage team’s editorial style guide and business process documentation
Represent team at company editorial council meetings
Interact with many key stakeholders across the business
Create and manage team editorial calendar
Edit content to ensure it meets quality standards and brand guidelines
Requirements
4 - 8 years experience as a technical writer, content writer, associate editor, or content strategist
2+ years experience using a content management system (AEM preferred)
2+ years' managing or mentoring people
Previous work experience in tech
Advanced knowledge of SEO best practices
Experience with Adobe Analytics and/or Google Analytics
Experience creating and managing style guides
Strong attention to detail is a must
Excellent written, oral, and presentation skills
Ability to work in a fast-paced environment
Self-directed with the ability to thrive in ambiguity
Bachelor’s degree or equivalent work experience in English, Mass Communications, Journalism, Technical Writing, or similar program
** This is a contract position and the initial duration is 6 months. **
Salary rangeUSD $80k to $90k annual
Date posted25th November 2021
CommitmentContract
Place of workRemote (United States)
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