Senior Help Center Content Manager - Gaming

Blueprint Technologies • Redmond, WA

10h • $43 - $46 • Onsite

About The Position

In this role, you will own the strategy, quality, and day-to-day management of a high-traffic player support help site. You will create, maintain, and optimize player-facing help content that guides users through gameplay issues, account support, technical troubleshooting, new feature releases, and launch-related updates. This role sits at the intersection of content strategy, editorial execution, support operations, and release readiness, requiring someone who can manage a large content library while ensuring information is accurate, easy to find, and helpful for players.
You will work cross-functionally with release, product, support, creative, localization, and publishing stakeholders to make sure help content is ready before launch and continuously improved after release. The ideal candidate is a senior content practitioner who can think beyond individual articles and manage content systems, including taxonomy, metadata, governance, workflows, audits, analytics, and AI-ready content structures.

Requirements

• Experience in program management, digital content publishing, content management, writing, editing, or equivalent professional experience.
• 4+ years of hands-on help center, support content, or knowledge base management experience.
• Experience writing, editing, publishing, maintaining, and auditing support content at scale.
• 3+ years of experience with content governance, information architecture, taxonomy, metadata, review workflows, or structured content management.
• 3+ years of experience using SEO fundamentals, content performance analytics, web metrics, or support content reporting to improve content effectiveness.
• Strong writing and editing skills with the ability to communicate clearly, concisely, and in a user-friendly voice.
• Experience managing content calendars, intake processes, deadlines, and publishing workflows.
• Ability to work cross-functionally with support, product, release, creative, localization, and operational stakeholders.
• Comfort working independently, managing priorities, and driving deliverables with minimal oversight.
• Strong attention to detail and ability to maintain accuracy across a high-volume content environment.

Nice To Haves

• Experience managing a help center, knowledge base, or support content platform in gaming or another fast-paced consumer environment.
• Experience supporting new product, feature, game, or content launches through help site readiness.
• Familiarity with help center platforms or CMS tools such as Zendesk Guide or similar systems.
• Experience analyzing support trends, ticket drivers, search behavior, deflection rates, engagement metrics, or SEO performance.
• Experience building or improving content governance frameworks, taxonomy standards, metadata models, and content audit processes.
• Familiarity with localization workflows and global content publishing processes.
• Understanding of how structured help content supports AI-assisted support, chatbots, virtual assistants, search automation, or self-service tools.
• Experience working in a high-visibility, player-facing, customer-facing, or consumer support content environment.
• Background in gaming, entertainment, software, digital products, or high-volume online support experiences.

Responsibilities

• Own the full lifecycle of help site content, including creation, editing, publishing, maintenance, optimization, and retirement.
• Write and maintain clear, accurate, player-friendly help articles, FAQs, troubleshooting guides, error code references, account support workflows, and support documentation.
• Partner with release stakeholders to ensure patch notes, product updates, launch content, and feature changes are reflected accurately and on time.
• Collaborate with support teams to identify content gaps based on player questions, ticket trends, and recurring support issues.
• Maintain consistent voice, tone, formatting, and editorial standards across all help content.
• Own and improve the information architecture of the help site to ensure content is logically organized and easy to navigate.
• Establish and maintain tagging, taxonomy, metadata, and content structure standards that improve search, discoverability, and self-service.
• Conduct regular content audits to identify outdated, redundant, inaccurate, or underperforming content and drive improvements.
• Structure content to support search, automation, virtual assistant, chatbot, and AI-assisted support experiences.
• Manage the content calendar and intake process for help site requests across cross-functional teams.
• Define and maintain review, approval, publishing, and governance workflows.
• Track and report on content performance metrics, including search effectiveness, deflection, engagement, SEO performance, and content quality.
• Support localization workflows to ensure global help content is accurate, clear, and regionally appropriate.
• Balance day-to-day publishing needs with longer-term improvements to content governance, discoverability, and player self-service.

Benefits

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed