Content Writer, Customer Support Job at Planet Interactive in Sonoma

Content Writer, Customer SupportLocation : REMOTEPay Rate : up to $58 / hour (DOE) (W2 and option for benefits)Duration : 5 Months with potential to extendPlanet Interactive's well-known hospitality client is looking for a Content Writer with 3 years of experience in multifaceted technical and instructional content writing, content strategy, or relevant experience. The role will be 40 hours a week and is fully remote.Content Writer Responsibilities : 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 tone and voice standardsContent types you maintain include short and long-form Help Center articles, question-answer pairs for LLM consumption, call- and chat-scripts, and tool manualsYou communicate and notify cross-functional partners about the changes you have applied to our Help Center and knowledge basesExecute 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 membersAnalyze user behavior data and stakeholder feedback to proactively resolve knowledge gaps that improve information accuracyEvaluate 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 partnersSupported 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 contentRepresent 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 dependenciesFix inconsistencies and errors in standards, and work with strategists to address gaps or improvement opportunities for internal processesProvide training and support to more junior writing team members on systems, standards, procedures, and core processesContent Writer Qualifications : Excellent writing, editing, and proofreading skillsResourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environmentFamiliar with and has used style or content standards such as the Chicago Manual of Style; comfortable working with content authoring tools (ex : Drupal, Confluence, ContentStack, Contenful, etc.)In-depth knowledge of customer service and hospitality, with strong experience writing for customer support audiences or systems (ex : chatbots)Proven ability to work in a multicultural, multilingual and global organizationDemonstrable organizational and time-management skills; ability to measure effort, communicate impact, plan ahead and deliver within agreed timelinesHighly independent, comfortable working autonomously and through ambiguity, and proactively seeks out leadership support to remove blockagesAbility to incorporate data-driven and insight-fueled interventions into content plansContent / Knowledge Management certifications (KCS, UX, SEO) beneficialExperience writing or editing for LLMs is a plusEducation : BA / BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience preferred

Salary : $58