Director - Content Strategy

Job Description

About Us

Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

Theres another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

Role Overview

We are seeking a seasoned and visionary Director of Content Strategy to build and lead the content design practice within our Product Design organization. This is a critical leadership role that views content as a core design material, equal to pixels and code. You will be responsible for creating and executing a unified content strategy across the entire in-product user journey, and lead our team of technical writers that craft our support experience.

You will lead a team of UX writers and content strategists to craft everything from the perfect button label to comprehensive onboarding flows and help documentation. The ideal candidate is a passionate advocate for the user, a master of clear and concise language, and a systems thinker who knows how to create and govern a scalable content ecosystem for complex SaaS products.

Roles & Responsibilities

1. Content Vision & Strategy:

- Develop and own the comprehensive content strategy for the entire product user journey, from initial onboarding to advanced feature adoption.
- Define, document, and champion the product&aposs voice and tone, ensuring it is applied consistently to create a cohesive and trustworthy user experience.
- Establish a scalable framework for content creation, governance, and maintenance, including style guides, terminology databases, and localization best practices.
- Partner with senior leadership in Design, Research, Product, and Engineering to ensure content strategy is a key consideration in the product development lifecycle.
- Partner with our brand team to understand our companys tone of voice and establish ways to extend that into the product and support experience.

2. Team Leadership & Collaboration:

- Build, lead, and mentor a high-performing team of UX writers, and KB/Tech writers, fostering a culture of excellence, clarity, and collaboration.
- Act as the company&aposs leading advocate for content design, demonstrating its impact on user success, feature adoption, and business goals.
- Weave content strategy into the heart of the design process, collaborating deeply with product designers to shape information architecture, user flows, and interaction models.
- Partner with our CS organization to incorporate learnings from CS interactions into our documentation. Evaluate potential AI tools that could help with this.

3. Execution & Impact:

- Oversee the creation of clear, concise, and purposeful in-product copyfrom microcopy to error messages and empty statesthat guides users and helps them achieve their goals.
- Oversee our PLG tone of voice and use our in-product voice as a medium to increase our growth levers.
- Drive the strategy for a unified content ecosystem, ensuring a seamless experience between the UI, help documentation, release notes, and other user-facing product content.
- Leverage user research, data, and content audits to identify pain points and opportunities, making evidence-based decisions to improve the user experience through language.
- Be an advocate for and of AI. Evaluate how AI can help improve quality, consistency and delivery velocity across our portfolio.

Qualifications

- Experience: 10-12 years of experience in content strategy, UX writing, or content design, with at least 2 years in a people management and leadership role.
- Domain Expertise: A mandatory requirement. Your portfolio must showcase deep experience crafting content strategy and copy for complex digital products, preferably in a B2B SaaS environment.
- Leadership: Proven success in building a content design practice from the ground up or significantly scaling an existing team.
- Strategic Mindset: A demonstrated ability to think systemically, creating and implementing scalable content standards, governance models, and processes.
- Portfolio: A compelling portfolio of writing samples and case studies that demonstrates your ability to solve complex UX problems and drive business outcomes through content
- Education: Bachelors or Masters degree in English, Journalism, Communications, HCI, or a related field.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.