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.)

• 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, the first place many customers come to for solutions, that ensures that self‑service is a core driver of efficiency, quality, and overall customer experience
  • Update regularly with new product updates and announcements, as well as working 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
  • Tracking and reporting on the effectiveness of our Help Center by measuring specific KPIs related to its performance (e.g. Page visits, ratings, etc.), as well as ensuring content is consistently served in searches (SEO and AEO)
• Partner with our internal teams to align on customer‑facing language among both our Help Center, our self‑service options (chatbot and email), as well as devising 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, making sure that our Help Center is open and accessible to customers in all our global markets
• Attend regular strategy meetings for upcoming product launches, partnering and providing 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

• 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

• 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

In the state of California, the reasonably expected salary range is between $73,000 and $107,000.

In the United States, outside of California, the reasonably expected salary range is between $60,000 and $101,000.

In Canada, the reasonably expected salary range is between $76,000 CAD and $95,000 CAD.

• 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…