Content Writer (Help Center / Chat Bots)

In this role, the Content Writer will collaborate with cross-functional teams, including those working with front-line support staff. They will gather, analyze, and synthesize product documentation, design artifacts, stakeholder recommendations, explicit end-user feedback, and content metrics to proactively resolve knowledge needs. They must be able to navigate ambiguity and stay on track toward meeting deadlines, while managing complex content and knowledge management tasks. They will be responsible for developing and publishing how-to articles, guidance on regulatory and platform policy compliance, landing pages, question-answer pairs for LLMs, and call- or chat-scripts, among other content types. They will evaluate and communicate the impact of their writing and strategies on business goals and customer engagement. They will drive, with guidance from senior team members and leadership, initiatives to improve the accessibility and quality of content.

The Content Writer will have the opportunity to work remotely in a multicultural, multilingual, and global organization. The position requires excellent organizational and time-management skills, with the ability to operate autonomously and collaborate with large and diverse stakeholder groups. Applied CKM methodologies and certifications such as KCS, UX, and SEO are beneficial. Overall, this position offers a unique opportunity to work in a fast-paced environment, make an impact on customer engagement and business goals.

Job Responsibilities

• You are responsible for translating information into clear, easy to understand content across internal knowledge bases and community-facing surfaces (Help Center, chat bots, etc.) in line with the tone and voice standards
• Content types you maintain include short and long-form Help Center articles, question-answer pairs for LLM consumption, call- and chat-scripts, and tool manuals
• You communicate and notify cross-functional partners about the changes you have applied to our Help Center and knowledge bases
• You execute authoring tasks assigned to you by senior team members and leadership, and work on higher complexity content and knowledge projects with some guidance from more experienced team members
• You analyze user behavior data and stakeholder feedback to proactively resolve knowledge gaps that improve information accuracy
• You evaluate and communicate out the impact of your writing, strategies, and / or managed projects, highlighting their significance on business goals and customer engagement, and share insights for better decision-making and coordination among the team and other partners
• Supported by senior team members and leadership, you manage and oversee complex content and knowledge management tasks and lead initiatives that improve the accessibility and quality of our content
• You represent the Community Support content team for large-scale companywide or organizational changes with domain over existing practices, and navigate conversations pertaining to goals, outputs, timeline commitments, risks, and dependencies
• You fix inconsistencies and errors in standards, and work with strategists to address gaps or improvement opportunities for internal processes
• You provide training and support to more junior writing team members on systems, standards, procedures, and core processes