Dropbox
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Seattle, WA
Remote

Chatbot Content Strategist (Location Flexible)

Sorry, this job was removed at 11:01 a.m. (PST) on Tuesday, November 16, 2021
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Role Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

The mission of the CX Scaled Success team is to design and deliver seamless support experiences to empower our customers’ success at scale. As a member of our content team, you’ll fill a key new role in designing and developing a unified chatbot experience. We’re looking for a talented content strategist who can use content-first principles and design thinking methodology to proactively drive conversational enhancements across CX, marketing, and sales flows. You’ll have the ability to drive content strategy for the chatbot as it’s being developed from the ground up. You will partner with cross-functional stakeholders to drive improvements to chatbot effectiveness. You’ll be tasked with creating a long-term roadmap to support the full customer journey while actively growing our content inventory. You’ll use KPIs and other data points to report on content effectiveness and seek out areas of opportunity. 

Responsibilities

  • Define end-to-end conversational design enhancements across CX, marketing and sales workflows
  • Develop use cases for messaging frameworks that support the full customer lifecycle
  • Review the current state of our chatbot copy to define interdependencies and areas of opportunity
  • Conduct ongoing user testing and competitive research to recommend feature improvements
  • Redefine the chatbot’s personality, voice, and tone in accordance with brand guidelines
  • Work closely with cross-functional stakeholders to develop a long-term roadmap for deliverables
  • Report on content effectiveness using KPIs and other data points
  • Deliver content under tight deadlines while actively growing our content inventory

Requirements

  • 5+ years of experience in a content strategy, content design, UX design, or conversational design role
  • Bachelor’s degree (or equivalent work experience) in Mass Communications, Technical Writing, HCI, or Linguistics
  • Exceptional written, oral, and presentation skills
  • Experience conducting user testing
  • Experience delivering detailed copy decks including alternative paths and edge cases
  • A portfolio of previous work that shows their understanding of how a content-first approach drives an end-to-end experience
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What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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