Content Lead

Key Responsibilities:

• Develop and execute a content strategy for the help center that aligns with the company's overall business objectives and product offerings.
• Create and manage a repository of self-service resources, including FAQs, user guides, how-to articles, videos, and troubleshooting documentation.
• Optimize content for SEO to improve discoverability in search engines and enhance user experience.
• Ensure content is accurate, up-to-date, and user-friendly and regularly audit help center content to ensure it reflects the latest product updates and user feedback.
• Monitor the performance of help center content (e.g., page views, user satisfaction) and use data-driven insights to improve content quality and relevance.
• Work closely with customer support, product, and marketing teams to understand common user issues and product updates and translate these into effective content solutions.
• 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.
• Act as a point of escalation for any content-related issues encountered by customer support agents.
• Manage content editors and oversee the content creation process, including scheduling, content review, editing, and publication.
• Implement content governance standards, ensuring consistency in tone, voice, and style across all help center materials.

You'll be set up for success if you have:

• Masters degree in communications, English, Journalism, Technical Writing, or a related field.
• 5+ 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.

Preferred Skills:

• 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.

Personal Attributes:

• 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.