Job Description

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

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