Content Developer, Customer Support
Roku, Inc. - Austin, Texas, us, 78716![Roku, Inc.](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
Work at Roku, Inc.
Overview
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Overview
From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About the Team
The Customer Support team is responsible for keeping our global customers connected and delighted with the Roku platform, products, and services.
About the RoleThis is an individual contributor role focused on technical writing, project management, and content optimization to reduce contacts at call centers by enhancing self-service mechanisms. As a Content Strategist, you will manage content output calendars, partner cross-functionally to develop external knowledge content, and strategize on the overall content performance effectiveness.
What you'll be doing
Focus on technical writing, project management, and content optimization to reduce contacts at call centers.
Partner cross-functionally to develop and optimize external knowledge content for new products, features, and services.
Collaborate with stakeholders to develop and refine content strategies aligned with business objectives.
Report on content performance metrics, specifically using current metrics such as Failure Rate, Customer Ratings/Reviews, & BPO Contact Volume.
Ensure all content and communications are on-brand and optimized for clarity and user experience.
Design strategy including feedback mechanism, define KPIs for content performance, and prioritize needs to optimize effectiveness of AI chatbot.
Lead multiple high-priority projects, pivoting quickly to meet operational needs.
Manage the end-to-end content requests process, ensuring visibility on launches, upcoming tasks, and backlog.
Draft and partner with Product, Engineering, Legal, and CS SMEs to draft, edit, and publish customer-facing FAQs.
Identify and delegate work to Content Specialists to support launches, releases, and/or backlog items.
We're excited if you have
5+ years of experience in content and communication strategy.
5+ years in Customer Support or relevant experience in the customer-facing space.
Hands-on experience with publication workflows within a Content Management System (CMS).
Experience with SEO tools like Google Search Console, Google Analytics, & Conductor.
Exceptional written skills and meticulous attention to detail.
Project management experience with strong operational/organizational skills.
Strong cross-collaboration skills.
Excellent communicator, collaborator, and time-manager with keen attention to detail.
BenefitsRoku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families.
The Roku CultureRoku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own.
To learn more about Roku, visit
https://www.weareroku.com/factsheet .
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