Support Content Writer

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Archive Job Description

Spotify is looking for an Associate, Support Content Writer to join its Customer Education team, helping to provide our advertisers with first-class user experience of our Spotify Advertising solution and academy through quality support documentation. In this role, you will be responsible for maintaining our help center content, partnering closely with subject matter experts, product marketers, and the rest of the Customer Education team. Our ideal candidate has demonstrated experience building and maintaining a customer-facing help center for a global audience to drive engagement, reduce time-to-resolution, and cross-promote for content operationalization. This is an excellent opportunity to join a new and growing team and have a high impact on our business!

Who You Are

  • 2+ years of experience in an editorial writing, technical writing, creative writing, copywriting, or help content writing role.
  • Experience working cross-functionally across Marketing, Product, and User Experience teams.
  • Strong communication skills, written and verbal, with the ability to give and receive constructive feedback on content development with partners.
  • Demonstrated test and learn attitude and approach to work.
  • Experience with digital analytics tools to analyze content performance and drive new content development and/or changes to existing content.
  • High attention to detail and ability to handle multiple tasks simultaneously.
  • Passion for helping small to medium sized businesses get started with Spotify Advertising’s outstanding ad formats, self-serve platform, and education program.
  • Experience working across multiple markets or languages is a plus.
  • Experience working within a CMS or LMS is a plus.

What You’ll Do

  • Write, edit, and maintain support content on the Spotify Advertising help center, using simplistic language to describe and explain processes and tasks to a global audience.
  • Partner with Content Manager, Customer Education on content and support strategy, innovating new and creative ideas to make the help center intuitive and efficient.
  • Collaborate with cross-functional teams across the advertising business unit to create support content for new features, launches, and academy courses.
  • Coordinate and facilitate all stages of support content development including but not limited to: processing requests, drafting content, design elements, cross-functional collaboration, localization, and publication.
  • Oversee all support-related functionality and activities incorporated into the help center such as chat support, support ticket submission form, etc.
  • Track, monitor, and report on help center metrics with analytic tools, using data as well as customer feedback to inform content decisions and adjustments.

Where You’ll Be

  • We’ve introduced Work From Anywhere to give you more options!
  • Our offices are currently closed due to COVID-19.
  • Post COVID, while we will ask you to pop into the office from time to time, we are giving you the flexibility to work from home should you choose to do so.
  • Working hours? We operate within the West Coast and MidWest Time Zone for collaboration

Our global benefits

  • Extensive learning opportunities, through our dedicated team, GreenHouse.
  • Flexible share incentives letting you choose how you share in our success.
  • Global parental leave, six months off – fully paid – for all new parents.
  • All The Feels, our employee assistance program and self-care hub.
  • Flexible public holidays, swap days off according to your values and beliefs.
  • Spotify On Tour, join your colleagues on trips to industry festivals and events.

Learn about life at Spotify

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.

Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service with a community of more than 345 million users.

This position is not eligible to be performed in Colorado.

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