Seeking a talented Content Strategist to join our client's UX design team. This team works together to create thoughtful, easy-to-use experiences that simplify the vacation-rental process for travelers and homeowners on both sides of our marketplace. As a UX writer/content strategist on our team specializing in product help and education, you’ll strategize and write useful, usable, and meaningful content that helps customers accomplish their goals without needing to leave our site or contact support. Apply today with your updated resume AND portfolio of applicable work samples.
We’re aware that some companies separate UI content from help-center content, but to our customers, it’s all part of the same product. While you may have experience writing documentation for a help center or knowledge base, you bring a modern perspective on how to structure and craft both help articles and in-context educational content for onboarding flows, product tours, and similar interactions. You can take a wide look at the customer’s “job to be done” and arrive at clear, simple, natural-sounding language that aids and educates people at their point of need.
•Use clear, natural language to simplify complex product experiences and generally bring concepts down to earth for our customers
•Write short- and long-form content for a variety of Web and app products, including in-context education for onboarding and transactional flows
•Collaborate across disciplines (design, product, marketing, engineering) to establish a unified voice and a seamless experience for your product area
•Track and understand customer-support call drivers and other pain points that can inform your content strategies
•Participate in design sprints, tests, and brainstorming sessions, following the same agile rhythms as your fellow design-team members
•Participate in group content crits and design reviews, and provide editorial feedback to peers as needed
•Document content patterns and conventions for your product area in our content style guide and design system
•Contribute to our team culture in a meaningful way. Spread enthusiasm about our discipline and foster goodwill toward our department.
•Bachelor's degree or above preferred but not mandatory
•5+ years of professional writing experience
•2+ years of experience writing customer-facing product (UI, product tours, notifications) or help-center (knowledge base) content — either can be taught, but we’d prefer you have a head start in at least one
•Excellent communication skills, both written and verbal
•Applied understanding of user-centered content strategy and design
•Ability to use data and customer insights (from call-center logs to qualitative research) in your content decisions
•Familiarity with contemporary practices in SEO, content accessibility, and localization
•Ability to perform with a high degree of creativity, latitude, and autonomy
Top desired skill sets
o Copywriting for digital products and/or help centers/knowledge bases.
o User-centered mindset or an affinity for user-centered design and design thinking
o Systems thinking/ability to organize and structure information in a meaningful way across screens or product flows (for example, writing effectively and consistently for an app that includes short-form copy, emails/push notifications, and longer-form instructional content)
Programs/Tools that will be used: Salesforce, Google Suite, Jira, Sketch (minimal Sketch experience required)