Content Specialist (Location Flexible)
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 key member of our content team, you’ll be responsible for creating content to support our HelloSign customers. You’ll write and edit knowledge base articles, training materials, release notes, and reference documentation. You’ll work closely with cross-functional stakeholders across CX, product management, design, marketing, and legal to support release activity and optimization efforts. You’ll take part in our peer review process where you’ll both give and get feedback from your peers. You’ll stage and publish content using on a content management system and report on content KPIs.
Responsibilities
- Write and edit content to support HelloSign launch and optimization activity
- Conduct content audits and inventories to identify areas of opportunity
- Interview subject matter experts across CX, product management, design, marketing, and engineering
- Develop editorial guidelines and workflow processes
- Stage and publish content on Adobe Experience Manager, Contentful, and Zendesk
- Manage content through the localization process
- Report on content KPIs
- Review customer verbatims to identify areas of opportunity
- Represent HelloSign at Dropbox Editorial Council meetings
Requirements
- 1-4 years of professional work experience as a content specialist, content writer, technical writer, or content strategist
- Bachelor’s degree or equivalent work experience in English, Mass Communications, Journalism, Technical Writing, or similar program
- Previous internship or work experience at a tech company
- 6-12 months of experience using a content management system (WordPress, SharePoint, AEM, etc.)
- Experience working in a globally distributed team environment
- Familiarity with SEO best practices
- Familiarity with localization
- Excellent written and oral communication skills
- High attention to detail
- Ability to work independently and in a group settings