Job Description

The client is a Global subscription-based streaming service offering a wide range of movies, TV shows, documentaries, and original content for online viewing and they\'re one of the most popular brands in the world. They\'re hiring for a content editor to support content updates and editing for their HELP CENTRE CONTENT.

This is a 6-month contract that will be Night Shift (Working USA Hours) based in the Philippines. Work hours for this role will be 11:30PM - 8:30AM Philippines time.

We are actively shaping the future of global entertainment, driven by the belief in a more optimal viewing approach. Our dedicated Global Customer Service (CS) team is committed to assisting our members when needed, fostering exceptional interactions with subscribers across the globe. Our aim is to achieve excellence, streamline processes, and swiftly restore members\' streaming access. We are currently seeking a skilled Help Center Editor to join our Product Support Operations (PSO) division. This role is pivotal in enhancing the support journey for members and customer service representatives.

The Product Support Operations team serves as the vital link between multiple teams and collaborators in Product, Marketing, and other business sectors. Our focus includes ensuring agent readiness, facilitating customer self-help, generating insights, and enhancing both customer and agent experiences. Collaborating closely with content creators, product support managers, and cross-functional partners, the Help Center Editor will refine and manage content for the Help Center and the internal customer service knowledge base.

Responsibilities

• Produce and modify content for Help Centre along with templates.
• Assist in executing the content strategy for Customer Service materials, including Help Center articles, internal knowledge base entries, customer service emails, and additional resources.
• Guarantee that content maintains an appropriate style, tone, and structure in accordance with the dynamic expectations of a global audience.
• Collaborate closely with support operations, localization, legal, design, and engineering teams.
• Contribute to guiding the team\'s input on strategic choices related to content tools and capabilities.
• Enhance and put into practice decisions related to information architecture.
• Keep style guides and editorial training materials current and relevant.
• Utilize diverse data sources to offer data-based analysis and content suggestions.

• Bachelor\'s or Bachelor of Arts degree is mandatory. Possessing a Master\'s Degree is advantageous.
• Accumulated experience of at least 5 years.
• Profound background in technical or UI writing. Previous involvement in writing for customer service sectors or within a highly technical consumer-focused setting is a valuable addition.
• Remarkable skills in writing, editing, and communication.
• Familiarity with information architecture and expertise in handling content management systems.
• Desired attributes: self-sufficiency, creative thinking, inquisitiveness, proactive approach, capability to instigate enhancements, adept at fostering relationships, exceptional communication aptitude, high adaptability, and the capacity to excel in a swiftly changing environment.

Nicoll Curtin