18 month contract
Location: Tucson, Mountain View, or Reno- onsite 2 days a week
Responsibilities:
- Contribute to self-help experiences that leverage AI technologies to help solve customer problems at scale
- Accelerate the use of AI to make authoring tasks or the authoring process/workflow more efficient
- Author modular, structured customer-facing self-help content for the offerings in the ecosystem; transform complex accounting or systems jargon into conversational, approachable language.
- Design experiences for our support site that engage customers and help them more quickly find the resources they need.
- Implement style, voice and tone, and content patterns consistently. Understand the role consistent communication plays in building a brand. Contribute to new standards as the need arises.
- Collaborate effectively with other designers, writers, product managers, and customer experience leads.
- Richly tag and/or annotate content to facilitate the training of large language models; identify enhancements to taxonomy to better represent customer or content needs.
- Be curious; maintain a comprehensive understanding of industry trends, emerging technologies, and best practices to inform content curation and content optimization strategies
- Contribute to the ongoing improvement of our authoring tools and content management system to ensure it meets our evolving needs.
- Work with cross-functional teams to ensure alignment with product, user needs, and business objectives
- Conduct user testing and iterate on design based on user feedback * Become immersed in customer research to develop deep customer empathy. Communicate with customers based on insights, needs, and desires.
- Work closely with internal stakeholders to understand key customer needs.
- Use customer problem statements and personas to craft engaging, humanized content that connects with customer needs.
- Manage multiple projects and priorities
- Work closely with internal stakeholders to understand key customer needs
Skills:
- 3-5 years of experience in content curation, technical writing, computational linguistics, or a related field. Experience with modular, structured content (DITA, for example) is preferred.
- Experience in implementing UX design principles.
- Understand and implements content processes and standards to maximize content effectiveness. Understand how SEO strategy, taxonomy, hierarchies, and other content systems increase content efficiency and effectiveness.
- Use basic storytelling and conversation techniques.
- Demonstrate command of writing fundamentals, including style, grammar, and information architecture.
- Strong knowledge of AI/large language models and how they work: source content ingestion, prompt writing, output evaluation, and output curation.
- Good understanding of help systems, design systems, usability, accessibility, modularity, and framework
- Experience working with a content management system or component content management system.
- Ability to quickly synthesize and extrapolate data
- Strong interpersonal and collaboration skills
- Ability to operate independently
- Team player willing and able to pitch in whenever and wherever needed
Top 3 Skills:
- Experience working with Wordpress and content management systems or component content management systems.
- Experience with modular, structured content (DITA, for example).
- Understand how SEO strategy, taxonomy, hierarchies, and other content systems increase content efficiency and effectiveness.
