Content Strategist

Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd, Slideshare, Everand, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

What You Bring

• Attention to detail

• High-level strategic thinking

• Strong writing skills

• Experience monitoring and reporting on usability metrics

• Zendesk / general help center experience (organization, administration, and updating)

• Strong collaborative spirit in working with other teams (Engineering, product, data, etc.)

What You Will Do

• 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 so customers can resolve issues quickly, accurately, and independently

• Own and implement a long-term strategy for organizing and administering the Help Center so self-service is a core driver of efficiency, quality, and overall customer experience

• Update the Help Center regularly with new product updates and announcements, working with the EPDA team on updates for app-based customers

• Apply a consistent brand voice across three sections of the Help Center and manage an ever-changing corpus of customer macros

• Track and report on Help Center effectiveness by measuring KPIs such as page visits and ratings, and ensure content is consistently served in searches (SEO and AEO)

• Partner with internal teams to align customer-facing language across the Help Center, self-service options (chatbot and email), and BPO agent macros

• Manage monthly content-management tasks such as translations to keep the Help Center accessible across global markets

• Attend strategy meetings for upcoming product launches and advocate for customer-centric self-service solutions

• Maintain good Jira hygiene by monitoring task status and creating new tasks and sub-tasks as projects evolve

• Reduce support volume through smarter self-service

• Leverage AI tools to scale content creation, transforming long-form resources into concise, actionable guidance across all customer touchpoints

Qualifications

• Experience successfully collaborating and leading cross-functional internal teams to achieve shared content goals

• Proven ability to manage multiple complex projects and diverse stakeholders in a fast-paced, deadline-driven environment

• Bachelor's degree in Marketing, Communications, Journalism, or a related field OR 3+ years equivalent experience managing customer-facing help centers and applying brand voice

• Exceptional writing, editing, and storytelling proficiency across diverse formats, from long-form narratives to concise digital content

Nice To Have

• Prior knowledge of core tools (G-Suite, Zendesk / Zendesk Knowledge, Forethought, Leafworks, Maestro, Swifteq, Atlassian / Jira / Confluence)

• Prior project management experience

• Prior experience with technical writing and digesting engineering documents