Lead Content Strategist, Help Products

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Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Lead Content Strategist, Help Products

Office hybrid in San Francisco or Seattle

Help & Learning at Slack
 

The Help & Learning team is essential to Slack's success. We’re committed to helping our customers learn Slack through innovative and delightful support and education experiences. Our team’s mission is to help people everywhere discover the power of Slack. The companies and users that rely on Slack for their day-to-day communication continue to grow and evolve, and we work hard to provide the best support experience possible.

Job Description
 

Slack is hiring a Content Strategist to join our world-class team to create compelling help and learning content for the Slack Help Center and in-product experiences. We provide our customers with the most pleasant, human, and productive help experience possible. Our Help Center and educational resources are a crucial part of our overall customer support strategy as our user base grows.
Our ideal candidate will have a talent for explaining complex concepts simply and succinctly, use and expand the metrics we use to track content impact, and think strategically about help and learning content and its role in the customer lifecycle. The person in this role will collaborate with team members across our organization to write and edit articles and other content deliverables, contribute to the user experience and content strategy for our integrated product experience, and collaborate with our support and sales enablement teams — all to ensure Slack’s customers have the best experience possible.
 

What You Will Be Doing

• Create content explaining Slack’s new features and how to use them to get the most out of Slack.

• Develop guides for new users full of useful tips and tricks.

• Keep help and learning resources current and accurate: prepare updates to existing help content when the product changes.

• Continually refine and improve content based on feedback and analytics.

• Work closely with other members of Slack’s Help & Learning team to develop and execute a data-informed content strategy.

• Build strong cross-functional relationships with key members of other teams at Slack, and collaborate on content needs and delivery.

What You Should Have

• Minimum 4 years of experience writing help content for web experiences, including experience with content management systems and information architecture.

• Strong, confident, and exacting writing skills. You can explain complex concepts succinctly and clearly.

• A keen eye for content design. You can make any lengthy, rambling document concise and human-friendly.

• Strong editing skills (in particular, making text shorter, friendlier, and easier to understand).

• Genuine passion for the opportunity to create a world-class help experience. Background in (and enthusiasm for) customer support or user education is preferred.

• Knowledge related to enterprise customer needs and trends is an asset.

• A track record of measuring the impact of content and making data-informed improvements.

• Sharp judgment when prioritizing tasks and a strong sense of urgency in driving projects to completion.

• Ability to recognize when something is over your head, and willingness to ask for help.

• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

• Strong po