Senior Help Content Writer
locations
United States of America –Remote
Full time
AOL is a global media and technology company, representing the best of premium content and innovative platforms. Originally known as America Online, we once connected over 35 million people to the internet, becoming a cultural icon and business behemoth. We recognized digital as the future of media and set out to build a network to enable our company—and our users and partners—to capitalize on this new world. We’ve always had the drive and innovative thinking to mobilize the future. Now, we have the tools, the reach, and the resources to make this future a reality. We just need YOU!
We’re looking for a Senior Help Content Writer to create, maintain and measure the success of help articles and help videos relied upon by a global consumer audience. You’ll use hands-on testing of product interfaces and mobile apps in development, and data-driven insights, to define help content and video requirements, identify customer pain points, and propose and execute on content-driven solutions. This role works directly with product, engineering, contact center operations, marketing and design teams, and is focused on delivering a world-class customer service experience.
Key Responsibilities:
- Test and document Yahoo and AOL consumer products, apps and features throughout the development and launch cycle and proactively communicate with product and engineering teams for product questions, issues seen in testing and launch schedules
- Identify help content needs for product, mobile app and feature launches to write and update customer-facing help articles and videos
- Conduct regular help content audits for multiple AOL and Yahoo consumer products to identify issues and outdated content
- Analyze data from multiple sources to identify help content performance issues and customer pain points, and propose, act on and measure success of content-driven solutions
- Identify updates needed for chatbot flows and help product landing pages when there are product releases or changes
- Build relationships with product, engineering, contact center operations, marketing, design and other teams
- Become a subject matter expert for multiple Yahoo and AOL consumer products
Qualifications:
- 3-5+ years of experience writing customer-facing help article content for a consumer audience (portfolio required)
- 3-5+ years of experience creating help videos
- 3-5+ years of experience using a knowledge CMS and digital asset manager
- Proficient in HTML, CSS and image editing tools (e.g. SnagIt, Photoshop)
- Demonstrated history of using and testing consumer product user interfaces and mobile apps throughout the development cycle to determine help content topics
- Demonstrated history of gathering information and data insights to identify customer pain points and measure help content performance
- Ability to prioritize work across multiple projects with minimal guidance
- Experience with AI help chatbots or other AI help tools is a plus;a desire to learn about and test these is a must
- Experience with style guides and writing for localization a plus
Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call 408-336-1409. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.
At Yahoo, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion (www.yahooinc.com/diversity/) page to learn more.
The compensation for this position ranges from $65,625.00 –$136,875.00/yr and will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions, in addition to equity incentives. Yahoo provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.
Yahoo has a high degree of flexibility around employee location and hybrid working. In fact, our flexible–hybrid approach to work is one of the things our employees rave about. Most roles don’t require specific regular patterns of in-person office attendance. If you join Yahoo, you may be asked to attend (or travel to attend) on-site work sessions, team-building, or other in-person events. When these occur, you’ll be given notice to make arrangements.
Remote co