Content Strategist

Who we are and what we do

SurveyMonkey (Nasdaq: SVMK), is a leader in agile software solutions for customer experience, market research, and survey feedback. Our mission is to power the curious and enable organizations, including 98% of the Fortune 500, to transform feedback into action. Our brand is beloved and well known throughout the world—over 6 billion people have taken a SurveyMonkey survey! Today, more than 17 million active users rely on our platform to measure and understand feedback from employees, customers, website and app users, and the market. And our enterprise-grade products and solutions help 335,000+ organizations globally to solve daily challenges—from delivering better customer experiences to increasing employee retention.

More about the Content Strategy team

Our team works with designers, product managers, and support teams to ensure customers have the information they need—from the UI to the help center. We write for a broad audience, from individual consumers to large Enterprise organizations, across our suite of Surveys, Market Research, and CX products. You will report to the manager of the Help Center team.

What we're looking for

You'll be focused on writing friendly content for the help center about how to use our products, explaining complex concepts simply, and driving projects that address top customer issues. Our help center is a crucial part of our customer support strategy as our company grows. We're looking for an experienced writer who's passionate about making people's lives easier.

You'll offer a content strategy perspective throughout the product development process, work with UX writers, and influence strategic decisions that improve the customer experience. Join our trusted and growing team as we shape content strategy at SurveyMonkey!

You will

• Write in SurveyMonkey voice and tone and contribute to style guidelines
• Turn complex ideas into simple, direct and human content
• Prioritize inclusivity, accessibility, and localization
• Track product launches, understand constraints, and keep the help center up-to-date
• Peer-review content written by teammates and provide clear feedback
• Thoughtfully explain content decisions and how words solve problems
• Work with many partners across teams to ensure content meets needs
• Use feedback and metrics to improve content quality and prioritize work
• Identify opportunities to improve self-service and product engagement

You have

• 2+ years help center, knowledge management, or equivalent experience
• Experience working on enterprise, business collaboration, or SaaS tools a plus
• Strong editing skills, making text shorter, friendlier, and easier to understand
• Deep knowledge of help centers, FAQs, and self-service content
• Comfortable solving complex problems and prioritizing between multiple projects
• Experience working with autonomy and navigating changing timelines
• Knack for giving and receiving feedback with empathy
• Zeal for collaboration—writing is a team sport!

Include a sample of relevant work, if you have one. It should illustrate your experience creating helpful content, for example for a help center, FAQ, user interface, email, or style guide.

What we offer our employees

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture for our 1,000+ employees across North America, Europe, and APAC, we're building a workplace where people of every background can thrive. We've won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals.

SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and we have also won numerous awards as a leader in global survey software, including being named among CNBC's Disruptor 50 and the Forbes Cloud 100. 

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available for applicants with disabilities.

Learn more about our diversity, equity, and inclusion efforts here.