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Content Specialist – Enablement
| Company | Snapchat |
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| Location | New York, NY, USA |
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| Salary | $91000 – $161000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Excellent verbal and written communication skills, with high attention to detail
- Ability to initiate and autonomously drive cross-functional projects to completion in a fast-paced environment
- Excellent problem-solving skills, and the ability to translate ambiguous business challenges into actionable plans
- Intellectual curiosity and a willingness to experiment in order to learn and identify creative solutions to problems
- Strong interpersonal skills to work effectively with a wide variety of stakeholders and teams across varying disciplines and levels
- Experience working with content management systems, website analytics, and search engine optimization
- BA/BS degree or equivalent years of experience in Communications, Journalism, Operations, Marketing, or a related field
- 3+ years of experience in program/project management, support or marketing content, or other related field
- Experience producing, managing, and improving upon written content; or experience managing large-scale customer support operations or programs
Responsibilities
- Own and optimize the content and user experience on the Snapchat Support help center, ensuring that Snapchatters can easily find answers to common questions, learn about new products and features, and get help from support
- Ideate and execute on a roadmap for support content, driving long-term projects and initiatives from inception to completion
- Monitor and analyze content data, localization quality, help center and search traffic, and other key performance indicators; identify trends and translate help center and content data into clear and actionable insights to improve the support experience
- Manage and develop a team of program managers and specialists—balancing day-to-day operations, progress on projects, and personal development of team members
- Maintain and operationalize content style guide to ensure consistency across Snapchat Support communications on the help center and other support interactions with Snapchatters
- Collaborate with and foster cross-functional relationships with Operations, Product, Engineering, Legal, Marketing, and other partners to drive shared objectives forward
- Drive and implement solutions for gaps, inefficiencies, or inconsistencies across the Support Content Program through process and communication channels
Preferred Qualifications
- Previous experience working for a consumer technology, communications, or social media company
- Previous experience working with creator support
- Web content development experience, including CSS and HTML
- Familiarity with customer support and journey mapping
- Experience with ticketing systems such as Jira
- Passion for supporting the community of Snapchat, and understanding of what makes for a good customer, business, and platform experience
