Experienced Technical Content Designer – Customer Service Content Strategy

At arenaflex, we're shaping the future of global entertainment because we believe there's a better way to watch. Our members need our help from time to time, and that's where our Global Customer Service (CS) organization focuses; on 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.

About arenaflex

arenaflex is one of the world's leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of genres and languages. Members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. arenaflex is a unique culture and environment that values diversity, recognizes that diversity of thought and background builds stronger teams, and approaches diversity and inclusion seriously and thoughtfully.

The Role

The Customer Service Content Strategy team helps provide 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. As a Technical Content Designer, you will have 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.

Responsibilities

* Lead large complex editorial projects end to end, including setting content strategy, goals, timelines, and reporting

• Create and edit Customer Service content (Help Center and internal knowledge base articles, customer service emails, as well as other support materials)
• Ensure consistent content style, tone, and format meet the evolving expectations of a global audience
• Partner closely with support operations, localization, legal, product design, and engineering teams
• Create, maintain, and update style guides and editorial training
• Leverage multiple data sources to provide data-driven analysis and content recommendations

Qualifications

* BS/BA degree

• 5+ years of relevant experience
• Exceptional writing, editing, project management, and communications skills
• Extensive technical or UI writing experience. Writing for customer service organizations or highly technical environment for a consumer audience
• Experience writing for different platforms, e.g., computer, mobile, or TV
• Experience with information architecture and content management systems
• Desired qualities: independent, self-starter, innovative thinking, curious, action-oriented, ability to drive improvements, strong relationship builder, superior communication skills including storytelling, highly adaptable, and able to thrive in a fast-paced environment

What We Offer

* Comprehensive benefits, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits

• Paid leave of absence programs
• Flexible time off for full-time salaried employees
• A compensation structure that consists solely of an annual salary, with the option to choose how much of your compensation you want in salary versus stock options
• A compensation range of $50,000 - $190,000

Work Environment and Culture

arenaflex is a remote-friendly company that values flexibility and work-life balance. Our culture is unique and dynamic, with a focus on innovation, creativity, and collaboration. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and 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 improving the support experience for our members and customer service agents, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter that highlights your relevant experience and qualifications. We can't wait to hear from you! Apply for this job