Content Strategist

Scribd • San Francisco, CA

2d • Hybrid

About The Position

Scribd, Inc. is seeking a Content Strategist to act as a customer experience architect. This role designs and optimizes the end-to-end self-service journey, including help center content, automation, support entry points, and tooling, to enable customers to resolve issues quickly, accurately, and independently. The position involves owning and implementing a long-term strategy for organizing and administering the Help Center to ensure self-service is a core driver of efficiency, quality, and overall customer experience. This includes updating content with new product updates and announcements, applying a consistent brand voice, managing translations for global markets, and tracking/reporting on Help Center effectiveness through KPIs. The role also requires partnering with internal teams to align customer-facing language across various support channels and managing monthly content management tasks. Additionally, the Content Strategist will attend strategy meetings for product launches, provide solutions for disseminating information, advocate for customer-centric solutions, and distill project updates to partners. A key aspect of the role is reducing support volume through smarter self-service and leveraging AI tools to streamline content creation.

Requirements

• 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.)
• Experience successfully collaborating and leading cross-functional internal teams to achieve shared content goals.
• 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
• Exceptional writing, editing, and storytelling proficiency across diverse formats, from long-form narratives to concise digital content

Nice To Haves

• 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

Responsibilities

• Designs and optimizes the end-to-end self-service journey across help center content, automation, support entry points, and tooling.
• Owns and implements a long-term strategy for organizing and administering the Help Center.
• Updates content regularly with new product updates and announcements.
• Applies a consistent brand voice across three separate sections of a Help Center.
• Manages an ever-changing corpus of customer macros.
• Tracks and reports on the effectiveness of the Help Center by measuring specific KPIs.
• Ensures content is consistently served in searches (SEO and AEO).
• Partners with internal teams to align on customer-facing language among Help Center, self-service options (chatbot and email), and customer macros.
• Manages monthly content-management tasks, such as translations.
• Attends regular strategy meetings for upcoming product launches.
• Partners and provides solutions for disseminating useful information to internal BPO teams and customers.
• Distills and disseminates project updates to partners on the Support Operations/Customer Operations team.
• Maintains Jira hygiene by monitoring task status, updating comments and progress, and creating new tasks/sub-tasks.
• Reduces support volume through smarter self-service.
• Leverages AI tools to streamline and scale content creation.

Benefits

• 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 development programs and professional growth opportunities
• Wellness and home office stipends
• Complimentary access to the Scribd, Inc. suite of products
• Enterprise access to leading AI tools

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree