Customer Support Manager
Talent Systems, LLC
Cloud
Job Level
Senior
Tech Stack
Cloud
About the role
- Scope and create documentation both individually and by collaborating with teams
- Write clear documentation about how to perform technical and other tasks
- Edit, clarify, and proofread documents written by others
- Write and test published documents to ensure search ability and effectiveness
- Manage multiple, competing priorities in a constantly changing environment
- Plan, research, and write documentation for projects of moderate to high complexity and scope
- Manage cross-functional stakeholder relationships to fully understand processes, draft and review documentation, and approve final copy
- Identify audiences for content and anticipate the questions, problems, and needs that the content should address
- Develop innovative solutions to resolve complex tasks and improve processes and practices
- Create operating guidelines, knowledge bases, customer support agent content, and FAQ pages to help staff and users
- Collaborate with SMEs, product designers, and other internal experts, and conduct independent research
Requirements
- BA/BS with strong academic record - English, Journalism, Communications or equivalent writing degree preferred
- 5+ years of online editing, content creation, and/or content strategy experience
- 5+ years working in a technical field
- 5+ Years managing small project teams to develop, execute and complete assignments
- Experience evaluating team performance, including quarterly reviews and assessments
- Demonstrated aptitude for quickly learning and understanding new technologies
- Strong command of the English language: an eye for detail, meticulous grammar, and proofreading skills
- Excellent business acumen, written and oral communication, and interpersonal skills
- Keen technical curiosity, with outstanding research and problem-solving skills
- Ability to break down complex technical subjects and present them in an approachable way for different audiences
- Strong drive to succeed and hunger for interesting challenges
- Commitment to following and improving team processes and style guidelines
- The ability to self-manage your day-to-day tasks with minimal guidance
- Strong project management skills; able to hit deadlines for multiple projects at a time
- Experience working in a fast-paced startup environment; thrives in ambiguity
- Ability to adapt quickly and create solutions independently and collaboratively
- Nice to haves: Familiarity with web technologies and web-based content management tools
- Nice to haves: Programming skills in any language
- Nice to haves: An eye for visuals and graphic design, and familiarity with image editing tools
- Nice to haves: Experience with other methods of presenting learning content, such as recorded video tutorials, live video streams, or instructor-led training
- Nice to haves: Experience writing content for a technology company
- Nice to haves: Passion for creating pleasant user experiences
- Nice to haves: Experience working cross-functionally with UX, Product Management, Sales, and Marketing partners
- Nice to haves: Ability to make content strategy decisions based on credible metrics and communicate according to well-reasoned analysis
