CX - Support Content Specialist

Role Description
As a content specialist you will craft compelling and clear troubleshooting content to help our users solve even the most complex Dropbox issue. You are passionate about writing and curating content that will translate detailed technical and business concepts into simple, easy to follow step by step solutions for our users. You will measure the success of this content, making sure that no user issue is left behind. You will ensure that our most common support issues can be addressed from start to finish with effective content that delights our users.

Responsibilities

  • Creating compelling online content that helps users to resolve issues and maximise their usage of Dropbox in a voice and style which is consistent with the Dropbox brand
  • Partner with Service and Product teams to ensure every Dropbox issue type is addressed with intuitive content and that content remains updated and current as our product set evolves
  • Experiment with different content formats and styles to deliver unique and delightful experiences
  • You will drive continual content refinement and improvement through content experiments, user feedback and performance metrics
  • Partner closely with product and marketing teams at Dropbox on outbound communications related to product releases or issues that need to be communicated through CX channels
  • Manage multiple workstreams with different delivery timelines.

Requirements
  • Degree Qualified, preferably in English, Communications, Creative or Technical Writing
  • 2+ years experience delivering compelling customer-focused support content
  • You enjoy working as a strong cross-functional partner
  • Excellent, demonstrated written communications skills in English
  • Customer-focused, collaborative and enjoy using data to drive decisions
  • Ability to multi-task and deliver rapidly against tight timelines
  • Existing knowledge of Dropbox products
Benefits and Perks
  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off
  • Company sponsored tech talks (technology and other relevant professional topics)


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