Content Writer, Customer Support Job at Planet Interactive in Sonoma

Content Writer, Customer Support Location: REMOTE Pay Rate: up to $58/hour (DOE) (W2 and option for benefits) Duration: 5 Months with potential to extend Planet Interactive's well-known hospitality client is looking for a Content Writer with 3+ years of experience in multifaceted technical and instructional content writing, content strategy, or relevant experience. The role will be 40 hours a week and is fully remote. Content Writer Responsibilities: Responsible for translating information into clear, easy to understand content across internal knowledge bases and community-facing surfaces (Help Center, chat bots, etc.) in line with tone and voice standards Content types you maintain include short and long-form Help Center articles, question-answer pairs for LLM consumption, call- and chat-scripts, and tool manuals You communicate and notify cross-functional partners about the changes you have applied to our Help Center and knowledge bases Execute authoring tasks assigned to you by senior team members and leadership, and work on higher complexity content and knowledge projects with some guidance from more experienced team members Analyze user behavior data and stakeholder feedback to proactively resolve knowledge gaps that improve information accuracy Evaluate and communicate out the impact of your writing, strategies, and/or managed projects, highlighting their significance on business goals and customer engagement, and share insights for better decision-making and coordination among the team and other partners Supported by senior team members and leadership, you manage and oversee complex content and knowledge management tasks and lead initiatives that improve the accessibility and quality of our content Represent the Community Support content team for large-scale companywide or organizational changes with domain over existing practices, and navigate conversations pertaining to goals, outputs, timeline commitments, risks, and dependencies Fix inconsistencies and errors in standards, and work with strategists to address gaps or improvement opportunities for internal processes Provide training and support to more junior writing team members on systems, standards, procedures, and core processes Content Writer Qualifications: Excellent writing, editing, and proofreading skills Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment Familiar with and has used style or content standards such as the Chicago Manual of Style; comfortable working with content authoring tools (ex: Drupal, Confluence, ContentStack, Contenful, etc.) In-depth knowledge of customer service and hospitality, with strong experience writing for customer support audiences or systems (ex: chatbots) Proven ability to work in a multicultural, multilingual and global organization Demonstrable organizational and time-management skills; ability to measure effort, communicate impact, plan ahead and deliver within agreed timelines Highly independent, comfortable working autonomously and through ambiguity, and proactively seeks out leadership support to remove blockages Ability to incorporate data-driven and insight-fueled interventions into content plans Content/Knowledge Management certifications (KCS, UX, SEO) beneficial Experience writing or editing for LLMs is a plus Education: BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience preferred