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Support Documentation Manager
Entertainment & Media Industry Company
New York, NY, United States
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Company is home to the world's most awe-inspiring videos and an amazingly talented community of creative professionals. We're also one of the leading providers of video hosting services to enthusiasts, creatives, and businesses alike.
Our Support + Community Team is responsible for keeping the wonderful people who use Company well educated on the particulars of our platform and that's where you come in. We're looking for a brilliant writer and content manager to own the process of creating and maintaining the documentation we provide to keep creators informed and empowered.
RESPONSIBILITIES:
• Work with support specialists, our messaging team, and product managers to write and maintain the articles in our Help Center (Company website) and the canned messages (aka macros) used by our email support agents
• Moderate feedback on current articles from Company Support Agents and Company members
• Work with design team to develop and implement formatting standards for help content
• Produce screenshots and gifs to make documentation more visual and helpful
• Work with creative team to produce short video tutorials for the Help Center and blog
• Support content marketing efforts by producing posts for the blog, including timely overviews of trends in the world of video
• Oversee the process of translating our Help Center into multiple languages using in-house and 3rd party translators
• Refine the help tips we provide on our contact form to deflect tickets and help members help themr
• Produce monthly reports on the most popular Help Center articles and support macros
• Update and refine marketing prompts throughout Help Center to maximize membership conversions and upgrades
• Closely analyse traffic to Help Center using Google Analytics and come up with strategies to make the Help Center optimized for search and easier for users to navigate
• Track customer effort score (CES) in regard to discovering answers in the help center
• Make sure that internal training documentation is updated with every product release
SKILLS & KNOWLEDGE REQUIRED:
• Mind-blowing copywriting skills that you've spent 2+ years implementing professionally (impress us with your cover letter pls)
• Strong visual formatting sensibilities (as evidenced by your beautiful resume)
• Experience dealing with customers
• Bachelor's Degree in a relevant field such as English
• A strong interest in technology and filmmaking
• Great vibes
BONUS POINTS:
(These aren't requirements, but they'd be giant gold stars on your resume)
• You have a background in film and video
• You've used one or more content management systems (CMSs) to manage a suite of multimedia content
• You've been in an operations or leadership position on a customer service team
• You're a Company viewer or creator
• Experience with Adobe Creative Suite
ABOUT THE COMMUNITY TEAM:
Company’s Community team is responsible for making sure that the amazing humans who use our website are happy, supported, and engaged. Community team members maintain our Help Center, manage the Community Forums, host Weekend Challenge video contests, and provide expert product and technical support via email and social media. They’re also advocates for the community within the company. They spend all day interacting with Vimeans directly, so they’re the experts on what our members love about Company and what features they’d like to see in the future.
ABOUT US:
Company’s mission is to empower creators to make, share and sell amazing videos directly to viewers worldwide, in the highest quality possible and with no interruptive advertising. Company is home to the world’s leading video creators and the hundreds of millions of viewers who love them. We’d love to welcome you to both our team, and our community.
Founded in 2004 and based in New York City, Company, Inc is an operating business of IAC (NASDAQ: IACI).