Content Strategist

4 weeks ago

Hyderabad, Telangana, India DAZN Full time
Job Overview: DAZN is seeking a highly skilled Content Lead to oversee the creation, management, and optimization of content for the company's online help center. The ideal candidate will have a strong background in content strategy, technical writing, and customer service, with proven experience working cross-functionally with teams such as Product, Marketing, and Customer Support.

Key Responsibilities:

  • Develop and execute a content strategy for the help center that aligns with the company's overall business objectives and product offerings.
  • Create and manage a repository of self-service resources, including FAQs, user guides, how-to articles, videos, and troubleshooting documentation.
  • Optimize content for SEO to improve discoverability in search engines and enhance user experience.
  • Ensure content is accurate, up-to-date, and user-friendly and regularly audit help center content to ensure it reflects the latest product updates and user feedback.
  • Monitor the performance of help center content (page views, user satisfaction) and use data-driven insights to improve content quality and relevance.
  • Work closely with customer support, product, and marketing teams to understand common user issues and product updates and translate these into effective content solutions.
  • Collaborate with the UX and design teams to ensure content is presented in a clear and accessible manner.
  • Liaise with the localization team to ensure that help center content is available in relevant languages and regions.
  • Act as a point of escalation for any content-related issues encountered by customer support agents.
  • Manage content editors and oversee the content creation process, including scheduling, content review, editing, and publication.
  • Implement content governance standards, ensuring consistency in tone, voice, and style across all help center materials.

You'll be set up for success if you have:

  • A Master's degree in communications, English, Journalism, Technical Writing, or a related field.
  • 5+ years of experience in content management, technical writing, or a similar role, ideally within a SaaS or technology-driven company.
  • Proven ability to develop content strategies that drive customer satisfaction and reduce support tickets.
  • Strong writing, editing, and proofreading skills, with the ability to distill complex technical information into simple, user-friendly language.
  • Familiarity with content management systems (CMS) and help desk software such as Zendesk.
  • Experience with SEO principles and tools such as Google Analytics or SEMrush.
  • Strong project management skills and the ability to manage multiple projects simultaneously.
  • Experience working with cross-functional teams and managing stakeholder relationships.
  • Knowledge of customer support practices and experience working closely with customer support teams.

Preferred Skills:

  • Experience with video content creation or multimedia help resources.
  • Familiarity with UX writing principles and content accessibility standards.
  • HTML or web development knowledge.
  • Multilingual capabilities are a plus.

Personal Attributes:

  • Detail-oriented, with a commitment to producing high-quality, accurate content.
  • Customer-focused with a strong desire to help users solve problems independently.
  • Excellent communication and collaboration skills.
  • Able to work independently and prioritize in a fast-paced environment.

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