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Content Editor - Customer Services

Full time Digital Journalism/Content Media

Key Responsibilities:

Build, review and edit help center articles, FAQs, guides, and other content to ensure clarity, consistency, and accuracy.
Ensure content is accurate, up-to-date, and user-friendly and regularly audit content to ensure it reflects the latest product updates and user feedback.
Refine content to ensure it adheres to brand guidelines, including tone, voice, and style.
Optimize content for user experience and discoverability, ensuring it is easy to understand and navigate.
Collaborate with the SEO team to improve content performance and searchability.
Proofread and correct grammar, punctuation, and formatting issues.
Collaborate with the UX and design teams to ensure content is presented in a clear and accessible manner.
Liaise with the localization team to ensure that help center content is available in relevant languages and regions.

Bachelors degree in communications, English, Journalism, Technical Writing, or a related field.
4+ years of experience in content management, technical writing, or a similar role, ideally within a SaaS or technology-driven company.
Proven ability to develop content strategies that drive customer satisfaction and reduce support tickets.
Strong writing, editing, and proofreading skills, with the ability to distill complex technical information into simple, user-friendly language.
Familiarity with content management systems (CMS) and help desk software such as Zendesk.
Experience with SEO principles and tools such as Google Analytics or SEMrush.
Strong project management skills and the ability to manage multiple projects simultaneously.
Experience working with cross-functional teams and managing stakeholder relationships.
Knowledge of customer support practices and experience working closely with customer support teams

Experience with video content creation or multimedia help resources.
Familiarity with UX writing principles and content accessibility standards.
HTML or web development knowledge.
Multilingual capabilities are a plus.
Detail-oriented, with a commitment to producing high-quality, accurate content.
Customer-focused with a strong desire to help users solve problems independently.
Excellent communication and collaboration skills.
Able to work independently and prioritize in a fast-paced environment