Experienced Technical Content Designer – Customer Service Expert
At arenaflex, we're revolutionizing the way people enjoy entertainment worldwide. With over 278 million paid memberships in 190 countries, we're shaping the future of global entertainment. Our members need our help from time to time, and that's where our Global Customer Service (CS) organization shines – providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity, and getting our members back to streaming. arenaflex is looking for a talented Content Designer with a strong technical background to join our Customer Service Content Strategy team and improve the support experience for our members and customer service agents.
The Role
arenaflex's Customer Service Content Strategy team is dedicated to providing information that customers and agents supporting customers need to enjoy arenaflex. We focus on making sure customers can easily find and use information they need about arenaflex's services and features when they need it. As a Technical Content Designer, you will work closely with program managers, visual designers, and cross-functional partners in product, engineering, and research to edit and manage content for the arenaflex Help Center and internal customer service knowledge base for our global CS teams. With relevant technical experience in helping customers navigate technical issues such as troubleshooting and device issues in a clear and simple way that anyone can understand, you'll be an integral part of our team.
Responsibilities
- Lead Large Complex Editorial Projects: You will lead large complex editorial projects end to end, including setting content strategy, goals, timelines, and reporting. - Create and Edit Customer Service Content: You will create and edit Customer Service content, including Help Center and internal knowledge base articles, customer service emails, as well as other support materials. - Ensure Consistent Content Style: You will ensure consistent content style, tone, and format meet the evolving expectations of a global audience. - Partner with Cross-Functional Teams: You will partner closely with support operations, localization, legal, product design, and engineering teams. - Create Style Guides and Editorial Training: You will create, maintain, and update style guides and editorial training. - Leverage Data for Content Recommendations: You will leverage multiple data sources to provide data-driven analysis and content recommendations.
Qualifications
- Bachelor's or Master's Degree: You must have a BS/BA degree in a relevant field. - 5+ Years of Experience: You must have 5+ years of relevant experience in technical content design, customer service, or a related field. - Exceptional Writing and Editing Skills: You must have exceptional writing, editing, project management, and communications skills. - Technical or UI Writing Experience: You must have extensive technical or UI writing experience, with a focus on customer service organizations or highly technical environments for a consumer audience. - Experience with Multiple Platforms: You must have experience writing for different platforms, such as computer, mobile, or TV. - Information Architecture and Content Management Systems: You must have experience with information architecture and content management systems. - Desired Qualities: You should be an independent, self-starter with innovative thinking, a curious mindset, and the ability to drive improvements. You should also be a strong relationship builder with superior communication skills, including storytelling, and be highly adaptable, able to thrive in a fast-paced environment.
Compensation and Benefits
arenaflex offers a comprehensive compensation structure, including an annual salary, with a range of $50,000 - $190,000. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience. arenaflex provides comprehensive benefits, including: - Health Plans: Comprehensive health insurance plans for you and your family. - Mental Health Support: Access to mental health support and resources. - 401(k) Retirement Plan: A 401(k) retirement plan with employer match. - Stock Option Program: A stock option program to help you grow your wealth. - Disability Programs: Disability programs to support you in times of need. - Health Savings and Flexible Spending Accounts: Health savings and flexible spending accounts to help you manage your expenses. - Family-forming Benefits: Benefits to support you and your family, including parental leave and adoption assistance. - Life and Serious Injury Benefits: Life and serious injury benefits to support you and your loved ones. - Paid Leave of Absence Programs: Paid leave of absence programs to help you balance work and life.
Work Environment and Culture
arenaflex is a unique culture and environment that values diversity, equity, and inclusion. We believe that diversity of thought and background builds stronger teams, and we approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
How to Apply
If you're a talented Content Designer with a strong technical background and a passion for customer service, we want to hear from you. Apply now to join our Customer Service Content Strategy team and help us improve the support experience for our members and customer service agents. Apply Now! Apply for this job