Content Strategist

About This Role

This role involves designing and optimizing the end-to-end self-service journey for customers, focusing on help center content, automation, support entry points, and tooling. The Content Strategist will own and implement a long-term strategy for organizing and administering the Help Center to ensure self-service drives efficiency, quality, and customer experience.

Responsibilities

• Act as a customer experience architect, designing and optimizing the end-to-end self-service journey across help center content, automation, support entry points, and tooling to enable customers to resolve issues quickly, accurately, and independently
• Own and implement a long-term strategy for organizing and administering the Help Center, ensuring self-service is a core driver of efficiency, quality, and overall customer experience
• Update regularly with new product updates and announcements, and work with the EPDA team to update a list of updates for app-based customers
• Apply a consistent brand voice across three separate sections of a Help Center and manage an ever-changing corpus of customer macros
• Track and report on the effectiveness of the Help Center by measuring specific KPIs related to its performance (e.g., page visits, ratings), and ensure content is consistently served in searches (SEO and AEO)
• Partner with internal teams to align on customer-facing language among the Help Center and self-service options (chatbot and email), and devise customer macros deployed by BPO agents to ensure a consistent customer experience at every touch point
• Manage monthly content-management tasks, such as translations, ensuring the Help Center is open and accessible to customers in all global markets
• Attend regular strategy meetings for upcoming product launches, partnering and providing solutions for the best methods of disseminating useful information to both internal BPO teams and customers to influence decision-making at the team and department level, advocate for customer-centric solutions, and ensure that self-service is a core driver of efficiency, quality, and overall customer experience
• Distill and disseminate project updates to partners on the Support Operations/Customer Operations team and maintain good Jira hygiene by monitoring status of tasks, updating comments and progress, and creating new tasks/sub-tasks as projects evolve
• Reduce support volume through smarter self-service
• Leverage AI tools to streamline and scale content creation, transforming long-form resources into concise, actionable guidance across all customer touchpoints

Requirements

• Experience successfully collaborating and leading cross-functional internal teams to achieve shared content goals
• Proven ability to manage multiple complex projects and diverse stakeholders within a fast-paced, deadline-driven environment