Senior Content Strategist, Help Center

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy.

We're looking for an experienced Help Center Content Strategist to collaborate closely with members of the TikTok Product Operations, Customer Support, Marketing, User Experience, and Localization teams to solve people's issues and support the community through informative, empathetic communications. You'll guide people on how to to effectively use our product features, write responses with instructions on how to resolve potential issues, showcase updates through marketing collateral, and help creators leverage our tools to flourish on the platform.

As an integral stakeholder in supporting our community at scale, you'll review customer feedback and learnings, develop our support content strategy and messaging guidelines, and apply them in writing high-quality external and internal documentation, including help center articles, support responses, app notifications, frequently asked questions (FAQs), creator education, safety tips, and more. You'll work with many stakeholders in responding quickly to demands in a fast-paced environment, while also maintaining a long-term strategy for content consistency. You're independent, proactive, comfortable with ambiguity and problem-solving, and passionate about solving people's problems. You have experience juggling multiple projects with various stakeholders, while maintaining close attention to detail and meeting tight, frequently changing deadlines. As an experienced writer who cares about getting the content "just right," your portfolio includes examples of how you've used content to support people through a product experience.

- Explain product features in clear, helpful, approachable, and empathetic messaging that aligns with TikTok's voice and content standards

- Work closely with our Customer Support and Product Operations teams to identify top issues and determine the appropriate messaging strategy to address customer concerns

- Collaborate with Product Operations, Marketing, and Design teams to create content for product launches and creator education

- Develop and contribute to support content messaging guidelines and be a champion for best practices

- Lead content audits to identify opportunities for improvement and maintain a consistent, cohesive product narrative

- Work within a content management system to create, edit, and publish content, as well as send out for translation

- Understand how to measure and optimize the quality and usefulness of content

Qualifications

- Experience in help or support content, user education content, instructional design, technical writing, or content strategy

- Experience working with content management systems and developing content workflows and processes

- Writing portfolio with support or user education content, direct or transactional emails, style guides

- Self-starter who can manage multiple projects in a fast-paced environment and stay focused when faced with competing priorities

Preferred qualifications:

- Experience working on a global product with international partners in different time zones

- Experience collaborating with Product Operations, Customer Support, and Localization teams

- Experience defining, tracking, and reporting on content metrics

- Experience leading people or managing a team

- Knowledge of HTML and Search Engine Optimization (SEO)

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to us at Recruiting.Corp@tiktok.com.