Technical Content Designer, Customer Service

Job Description

The Role

At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch.
Our members need our help from time to time, and that's where our Global Customer Service (CS) organization focuses; on providing amazing interactions with our subscribers around the world.
Our goal is excellence, simplicity, and getting our members back to streaming. Netflix is looking for a talented Content Designer with a strong technical background to join our Customer Service Content Strategy team and improve the support experience for our members and customer service agents.

The Customer Service Content Strategy team helps provide information that customers and agents supporting customers need to enjoy Netflix. We focus on making sure customers can easily find and use information they need about Netflix's services and features when they need it. As a Technical Content Designer you will work closely with program managers, visual designers, and cross-functional partners in product, engineering, and research, to edit and manage content for the Netflix Help Center and internal customer service knowledge base for our global CS teams. As a Technical Content Designer you will have relevant technical experience in helping customers navigate technical issues such as troubleshooting and device issues in a clear and simple way that anyone can understand.

Responsibilities
• Lead large complex editorial projects end to end including setting content strategy, goals, timelines, and reporting
• Create and edit Customer Service content (Help Center and internal knowledge base articles, customer service emails, as well as other support materials)
• Ensure consistent content style, tone, and format meet the evolving expectations of a global audience
• Partner closely with support operations, localization, legal, product design, and engineering teams
• Create, maintain, and update style guides and editorial training
• Leverage multiple data sources to provide data-driven analysis and content recommendations

Qualifications
• BS/BA degree
• 5+ years of relevant experience
• Exceptional writing, editing, project management, and communications skills
• Extensive technical or UI writing experience. Writing for customer service organizations or highly technical environment for a consumer audience
• Experience writing for different platforms e.g. computer, mobile, or TV
• Experience with information architecture and content management systems
• Desired qualities: independent, self-starter, innovative thinking, curious, action oriented, ability to drive improvements, strong relationship builder, superior communication skills including storytelling, highly adaptable, and able to thrive in a fast-paced environment

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000 - $190,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Netflix is a unique culture and environment. Learn more here.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.

Jobcode: Reference SBJ-r0477j-18-217-207-112-42 in your application.