Content Management & Editorial

Join a leading company in the interactive entertainment industry, dedicated to enriching the lives of millions of players worldwide. This organization is at the forefront of delivering engaging experiences and robust support, ensuring every player has the resources they need to thrive in their gaming journey. Are you a seasoned content professional passionate about creating exceptional player experiences? We’re seeking a dynamic individual to shape the strategy and quality of our player support content. In this pivotal role, you will directly influence how millions of players find accurate, clear, and up-to-date information, empowering them to quickly resolve issues and return to their adventures. This is an incredible opportunity to make a tangible impact on player satisfaction and operational efficiency within a fast‑paced, innovative environment. You will be embedded within our player support team, collaborating closely with Release, Support, Product, and Creative teams. Your contributions will be central to the creation and maintenance of essential self‑service resources, supporting new feature and game launches, ensuring content readiness, and delivering clear, accessible materials like troubleshooting guides and account support workflows. From coordinating pre‑launch content reviews to analysing post‑launch support trends, you will be at the intersection of content craft and operational excellence. What You’ll Do: Own the end-to-end lifecycle of player support content, from creation and publication through maintenance and retirement. Write, edit, and maintain high‑quality help articles, FAQs, and support documentation that are clear, accurate, and on brand. Partner with Release teams to ensure patch notes, update pages, and product change content are reflected accurately and on time in the help site. Collaborate with the Support team to identify content gaps driven by player questions and ticket trends, then develop solutions. Maintain a consistent voice, tone, and formatting standard across all help content. Own the information architecture of the help site, ensuring content is logically organised and easy to navigate. Establish and maintain tagging, taxonomy, and metadata standards that support player search and discovery. Conduct regular content audits to identify outdated, redundant, or under‑performing content and action improvements. Ensure content is structured, tagged, and written to support AI‑assisted discovery, search, and automation workflows, understanding how content quality directly impacts the effectiveness of AI‑powered support experiences. Manage the content calendar and intake process for help site requests across teams. Define and maintain workflows for content review, approval, and publishing. Track and report on content performance metrics including search effectiveness, deflection rates, and player engagement. Support localisation efforts for help content across regions, ensuring accuracy and cultural appropriateness. Must‑Have Qualifications: Experience in program management, digital content publishing and management, or experience in a writing or editing role OR equivalent experience. Nice‑to‑Have Qualifications: Experience in content management, technical writing, or a related field, ideally in gaming or a similarly fast‑paced consumer environment. Proven experience owning and managing a help center or support content platform at scale. Strong writing and editing skills with a clear, concise, player‑friendly voice. Solid understanding of SEO fundamentals, content discoverability, and help site best practices. Experience working cross‑functionally with Support, Product, and Release teams. Familiarity with help center platforms or similar CMS tools. Comfortable working independently in a contract capacity, managing priorities and deadlines with minimal oversight. Familiarity with localisation workflows is a plus. Familiarity with AI‑assisted support tools such as virtual assistants or chatbots, and an understanding of how structured help content feeds and improves those experiences, is a plus. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. Aquent is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment‑one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive. #J-18808-Ljbffr Aquent