Remote CX Content Writer Needed at Spectrum

Job role: CX Content Writer

Company name: Spectrum

Location: Remote, USA
Salary: N/A
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About the Job: At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. As a Content Designer, you will collaborate on and recommend best-in-class customer experience changes, collaborating with internal teams and supporting new and existing features to create customer-facing messages.

Your Key Involvements

• Writing, editing and strategizing about communications that provide crucial information relevant to customers’ overall Spectrum experience within online support
• Creating and editing email and SMS copy that supports not only our Spectrum representatives, but also helps explain complex topics directly to individual customers. Working with SMEs as needed for additional insights
• Writing and editing content for our support site within our Content Management System (CMS)
• Leveraging customer segmentation to ensure digital customer support content is targeted to serve the right content to the right audience at the right time
• Setting up discussions and collaborating with stakeholders to determine the best possible customer experience
• Ensuring the proper and most effective tagging of content for search engine optimization and performance
• Using metrics and reporting data and working with the team to enhance and optimize digital customer support content
• Applying critical thinking and problem-solving skills when reviewing online content to ensure it meets customer needs and provides an accurate representation of the experience
• Ensuring consistent messaging across all channels (e.g., support site, digital communications and the My Spectrum App)

Required Qualifications

• Experience: Writing experience: 3 years or more
• Education: Bachelor’s degree or equivalent experience
• Technical skills: Familiarity with common productivity tools (MS Office, etc.)
• Skills: Understanding of basic UX/product design principles
• Abilities: Collaborate and work well with others; understand design thinking and user experience design best practices, in particular the difference between copywriting and content design; effective written and verbal communication skills; effective time management skills and ability to be self-directed when needed
• Working conditions: Office environment

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