CX Content Writer

CX Content Writer job mford, CT. Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.

As a Content Designer, you will collaborate on and recommend best‑in‑class customer experience changes, collaborating with internal teams and supporting new and existing features to create customer‑facing messages. You will act as an advocate for our customers, and as an experienced writer, you’ll be part of a high‑performing team to develop and edit engaging support content that is on brand. You’ll also be providing expertise on content best practice, tone and messaging, while fostering a culture of collaboration.

• Writing, editing and strategizing about communications that provide crucial information relevant to customers’ overall Spectrum experience within online support
• Creating and editing email and SMS copy that supports not only our Spectrum representatives, but also helps explain complex topics directly to individual customers. Working with SMEs as needed for additional insights
• Writing and editing content for our support site within our Content Management System (CMS)
• Leveraging customer segmentation to ensure digital customer support content is targeted to serve the right content to the right audience at the right time
• Setting up discussions and collaborating with stakeholders to determine the best possible customer experience
• Ensuring the proper and most effective tagging of content for search engine optimization and performance
• Using metrics and reporting data and working with the team to enhance and optimize digital customer support content
• Applying critical thinking and problem‑solving skills when reviewing online content to ensure it meets customer needs and provides an accurate representation of the experience
• Ensuring consistent messaging across all channels (support site, digital communications and the My Spectrum App)

On a given day, you’ll create articles for , collaborate with members within our team as well as other groups, participate in brainstorming sessions, and write digital customer communications. You’ll become familiar with creating cross‑platform messaging and discuss how to best personalize content to strengthen our customer relationship. You’ll use your interpersonal skills to discuss and implement feedback with team stakeholders.

If you want to lead the way in providing a customer experience that exceeds internal as well as external expectations, this role may be for you.

• Experience
  :
  Writing experience: 3 years or more
• Education
  :
  Bachelor’s degree or equivalent experience
• Technical skills
  :
  Familiarity with common productivity tools (MS Office, etc.)
• Skills
  :
  Understanding of basic UX/product design principles
• Abilities
  :
  Collaborate and work well with others; understand design thinking and user experience design best practices, in particular the difference between copywriting and content design; effective written and verbal communication skills; effective time management skills and ability to be self‑directed when needed
• Working conditions
  :
  Office environment

• Dynamic Growth
  :
  The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
• Learning Culture
  :
  We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams
  :
  Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
• Total Rewards
  :
  See all the ways we invest in you—at work and in life

We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.