Help Center Content Strategist - job 1 of 2

Overview:

Help Content Strategist

Remote- anywhere in US

$40-$55/hour DOE

Temporary assignment: 6-months with possible extension

Coursera is looking for a Help Content Strategist to join their Scaled Support Operations team under the Services org. The Services team is made up of four sub-teams: Scaled Services, Partner Services, Program Management, and Teaching & Learning. We help educators, administrators and learners succeed by implementing innovative systems and processes that solve problems. We also develop best practices and technical expertise to enable our partners to create high quality content. As strong advocates for the Coursera community, we work to align cross-functional teams and build scalable solutions to continuously improve the Coursera experience. As a Help Content Strategist and the owner of Coursera’s Admin Help Center, you will develop and execute the strategy of scalable resources for Coursera’s enterprise administrator community. Additionally, you will partner with Product Managers and Services Specialists to create content to ensure enterprise administrators are able to successfully use and gain value from our platform.

Job Responsibilities:

Own and manage content in our Admin Help Center to ensure enterprise administrators have all the resources they need to be successful on Coursera.
Plan, write, edit, publish, and maintain clear, jargon-free support documentation and in-platform resources for new and existing product features.
Contribute to the expansion and maintenance of our support chatbot for learners. This includes content writing and other work to improve on the quality of the bot’s performance.
Help shape and execute the strategy to scale and present our self-serve resources in a user-friendly manner.
Track and use both qualitative and quantitative data to enhance the content and overall engagement of the Admin Help Center.
Work with Product Specialists, Product Managers, Engineers, and other stakeholders to understand and communicate product changes internally and externally, and be voice for Support with cross functional partners.
Audit support documentation/resources and leverage data to make strategic, impact-driven improvements based on administrator needs and company goals.

Requirements:

3+ years of experience writing/editing help or support content at a consumer-facing technology company.
3+ years experience with Content Management Systems such as Confluence, Zendesk or Salesforce.
Background working in a fast-paced startup environment with demonstrated ability to manage multiple, ambiguous projects while adapting and prioritizing to meet tight, frequently changing deadlines.
Experience reporting/analyzing data to make content improvements that improve customer satisfaction and lift key business metrics.
Demonstrated history proactively communicating and synchronizing content management with peers and multiple cross-functional stakeholders.
Background working with Salesforce and their Community/Experience portal.
Experience in basic coding languages like HTML and CSS.
Demonstrated history with managing contact flows and contact discoverability.
Experience creating in-platform content and chatbot content, or working with chatbots that utilize artificial intelligence and machine learning.
UX and web design experience is a plus.

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