Editor, Support Content

Company: Spectrum
Location: Stamford
Posted on: September 23, 2022

Job Description:

JOB SUMMARY
This dynamic role on a collaborative team is responsible for writing, proofreading and editing digital materials. This includes new projects and business as usual processes to check content for clarity, tone and branding. This position helps to get the right content written in the right places to give our customers the information they need across our support sites and apps. This team member has a pivotal role in the future of the company's messaging and consistency of language across DSCX and partner departments.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Leverages, optimizes, and adds to style guide and internal content checklists to ensure consistency of messaging

Guides ticket creation by journeys and product partners to get the information we need when we need it to support customer self-service

Creates and enhances communication playbooks

Follows our BAU process to proactively update our digital support content based on KPIs

Monitors customer feedback and data to reduce customer friction when troubleshooting

Communicates effectively with partners across the company to coordinate tactics to deliver best-in-class messaging

Ensures consistency of copy from our Digital Comms (emails and SMS) to our support content to our Email Helpful Hints

Works with key staff inside DSCX (analysts, journey owners) and across the company (product owners, project managers, Legal, team leads) to ensure digital content is correct and guides our customers through easy-to-follow steps

Other duties as requested.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Shows excellent command of the English language with a knack for sentence structure and grammar
Excellent written and verbal communication skills
An articulate speaker and writer who is able to present ideas clearly
High attention-to-detail
Open to constructive feedback and understands that revision is an essential part of the creative process
A team player comfortable in a collaborative environment
Must be a highly creative and innovative thinker who loves participating in the creative process from brainstorm to launch
Organized, self-sufficient, and self-motivated
Ability to learn and adapt quickly to a dynamic and fast-paced environment
Ability to work under the pressures of tight deadlines, multiple projects and other demands
Demonstrated project management experience with the ability to balance several projects simultaneously.
Strong authoring and editorial skills

Required Education
Bachelor's degree in English, journalism, marketing, public relations, or related field, or equivalent work experience

Required Related Work Experience and Number of Years
3+ years experience Copywriting
1+ year experience Project Management experience
Experience in media or telecommunications industries is a plus

WORKING CONDITIONS
Office environment
Exposure to moderate noise levels RCU310 307991 307991BR

Keywords: Spectrum, Stamford , Editor, Support Content, Other , Stamford, Connecticut