Manager, Consumer Content

Job Description

Posted on: 
May 16, 2024

As Manager of Consumer Content, you’ll lead content strategy and design for our B2C help center and internal knowledge systems to enable exceptional self-service, AI-assisted and live support customer experiences. Your team of content strategists will work closely with analytics, customer success, machine learning and engineering teams to seamlessly deliver the right information to the right user at the right time. Your role is high impact and high visibility, with a reach spanning ~3M page impressions and ~100k customer contacts each week.

Job Responsibilities

  • Partner cross-functionally with our Operations, Customer Success, Product, Self-Service and Automation, and Quality Assurance teams to eliminate customer friction, improve first-contact resolution, and reduce OpEx through effective, targeted content
  • Manage design, production, and governance of all Consumer support content libraries and information systems to facilitate successful self-service, automation, and live support customer journeys
  • Design, champion and own delivery of the Consumer Content team’s KPIs and strategic roadmap
  • Measure and continually improve Consumer content performance and business impact
  • Support and develop a lean team of star performers in a high growth, high pressure environment

Job Requirements

  • 4+ years of experience leading global knowledge management or content strategy in a scaled customer support environment
  • 2+ years of experience building and leading high-performing, globally distributed teams
  • Highly effective written and verbal communicator who interacts with clarity and purpose at all levels of the organization
  • Demonstrated ability to lead indirectly and through influence to solve complex business problems
  • Experience using AI/LLMs to create, refine, and localize content; expert understanding of current limitations and emerging capabilities
  • Results-oriented professional with an ownership mentality and a track record of success in rolling up their sleeves
  • Demonstrated experience defining multi-year program strategies and KPIs aligned to overarching business objectives
  • Skilled and flexible operator adept at executing quickly to deliver business impact and pivoting to meet rapidly evolving business needs
  • Experience successfully operationalizing content work across individuals with disparate skill levels

Nice to haves:

  • First hand experience in frontline customer support or QA
  • Experience with UX design or user research
  • Previous experience in crypto or fintech
  • Previous experience working in a hyper growth environment
  • Familiarity working in Jira, Looker or similar BI tools, Contentful or similar Content Management Systems

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