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Customer Support Content Writer

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We’re looking for a content writer to help us simplify and improve customer support emails as we move them into a new content management system. All of the content you deliver should reflect the application of a thoughtful strategy that takes into account best practices, style and voice guidelines, product knowledge, business objectives, and a thorough understanding of your audience.

Responsibilities
• Analyze, consolidate, and rewrite content in customer support policy email templates
• Revise content based on feedback and suggestions from subject matter experts
• Learn and follow departmental style/voice/tone guidelines and formatting specifications for content
• Prepare and organize content for implementation
• Implement content into content management system

Requirements
• BA/BS in English, Journalism, Communications, or equivalent
• 3+ years of professional experience in web writing, copywriting, or editing
• Proficiency with Microsoft Word and Excel, content management tools and systems
• Ability to work within tight and often-changing deadlines
• Strong organizational and project management skills
• Strong attention to detail
• Excellent interpersonal skills for working in a collaborative environment
• Experience working with international partners as part of a global content process
• Experience working on ecommerce or customer support content
• Experience with following style guides (Chicago, AP, in-house)

Preferred Experience
• Experience writing content for automated emails including dynamic and conditional elements
• Experience writing policy or legal content for a general audience
• Experience with migrating content from one CMS to another

You should have published samples and may be asked to take a writing/copyediting test. The work location of this position is onsite at our San Jose, CA office. This is a contract position.

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