Content Strategist

What You Bring Attention to detail High level strategic thinking Strong writing skills Experience monitoring and reporting on usability metrics ZD/general help center experience (organization, administration, and updating) Strong collaborative spirit in working with other teams (Engineering, product, data, etc.) What You Will Do Acting as a customer experience architect, this role designs and optimizes the end-to-end self‑service journey—across help center content, automation, support entry points, and tooling—to enable customers to resolve issues quickly, accurately, and independently Own and implement a long‑term strategy for organizing and administering our Help Center, ensuring that self‑service is a core driver of efficiency, quality, and overall customer experience Update regularly with new product updates and announcements, and work with our EPDA team to update a list of updates for our app‑based customers Apply a consistent brand voice across three separate sections of a Help Center and manage an ever‑changing corpus of customer macros Track and report on the effectiveness of our Help Center by measuring specific KPIs related to its performance (e.g., Page visits, ratings, etc.), and ensure content is consistently served in searches (SEO and AEO) Partner with our internal teams to align on customer‑facing language among our Help Center, our self‑service options (chatbot and email), and devise customer macros deployed by our BPO agents to ensure a consistent customer experience at every touch point Manage our monthly content‑management tasks, such as translations, ensuring that our Help Center is open and accessible to customers in all our global markets Attend regular strategy meetings for upcoming product launches, partner and provide solutions for the best methods of disseminating useful information to both our internal BPO teams and customers to influence decision‑making at the team and department level, advocate for customer‑centric solutions, and ensure that self‑service is a core driver of efficiency, quality, and overall customer experience Distill and disseminate project updates to your partners on the Support Operations/Customer Operations team and maintain good Jira hygiene by monitoring status of tasks, updating comments and progress, and creating new tasks/sub‑tasks as projects evolve Reduce support volume through smarter self‑service Leverage AI tools to streamline and scale content creation, transforming long‑form resources into concise, actionable guidance across all customer touchpoints Qualifications Must have Have experience successfully collaborating and leading cross‑functional internal teams to achieve shared content goals Exhibit a proven ability to manage multiple complex projects and diverse stakeholders within a fast‑paced, deadline‑driven environment Bachelor’s degree in Marketing, Communications, Journalism, or related field OR 3+ years equivalent experience in managing customer‑facing help centers and applying brand voice Demonstrate exceptional writing, editing, and storytelling proficiency across diverse formats, from long‑form narratives to concise digital content Nice to have Prior knowledge and experience working with our core tools (G‑Suite, Zendesk, Zendesk Knowledge, Forethought, Leafworks, Maestro, Swifteq, Atlassian/Jira/Confluence) Prior project management experience Prior experience with technical writing and digesting engineering documents Our base pay is one part of your total compensation package and is determined within a range. The salary ranges listed are specific to geographic markets. In California: $73,000–$107,000. Outside California in the United States: $60,000–$101,000. In Canada: $76,000 CAD–$95,000 CAD. The position is also eligible for a competitive equity ownership and a comprehensive benefits package. Working at Scribd, Inc. Are you currently based in a location where Scribd, Inc. can employ you? Employees must have their primary residence in or near one of the following cities: United States: Atlanta, Austin, Boston, Dallas, Denver, Chicago, Houston, Jacksonville, Los Angeles, Miami, New York City, Phoenix, Portland, Sacramento, Salt Lake City, San Diego, San Francisco, Seattle, Washington D.C. Canada: Ottawa, Toronto, Vancouver Mexico: Mexico City Benefits at Scribd, Inc. Scribd Flex (flexible work model) Comprehensive health, dental, and vision coverage Mental health support and disability coverage Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals Paid parental leave and family support benefits Retirement matching and employee equity Learning and development programs and professional growth opportunities Wellness and home office stipends Complimentary access to the Scribd, Inc. suite of products Enterprise access to leading AI tools Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful. #J-18808-Ljbffr