Customer Experience Content Writer

This is a Full Time Job

Location: Bellevue, Washington, United States of America

Your Next Role...

As a Customer Experience (CX) Writer on the CX Content Strategy team, you'll research and write support content about WBD streaming products for our customers and our customer service team. This writer will prepare and craft support content for global launch efforts within the Warner Bros. Discovery organization ( including the help center, digital assistant and customer-facing messaging ).

As a writer, you love the challenge of writing content that helps others solve their concerns. You have a knack for distilling complex material into simplified text , and you're comfortable with technology, apps, and fixing problems. You lean in to new and evolving technologies and apply them where needed .

Your attention to detail is impeccable.

Your Role Accountabilities...
• Research and write content that enhances the WBD customer experience across our communication channels: chat, phone, digital assistant, our help centers , and primarily focus on social media, email, and digital assistant .
• Support and author primary inputs for gen erative AI solutions. Craft content that balances customer needs and incorporates gen AI / LLM best practices.
• Collaborate with a focused and fast-paced team to craft support content that answers common customer questions and solves customer problems.
• Write and edit content to support global expansions, new devices, software updates, promotions, partnerships, shows/movies, and more.
• Partner with our Customer Experience pillars (Learning and Development, Launch Readiness, Data & Insights, Operations , Tools and Technology) to understand common support issues and address them in our social content.
• Leverage multiple data sources to provide data-driven analysis and support recommendations, with a commitment to continuously improve the customer experience. Iterate, test, and optimize content to help uncover the most successful approaches.
• Adapt CX style guide to updated tone of voice guidance, according to business needs.
• Qualifications and Experiences…
• Bachelor's degree in Communications , English, Journalism, or related field
• 3-5 years of experience writing online help content for a consumer product (ideally, software)
• 3-5 years of experience copywriting for consumer products or publications
• Customer support experience
• Experience in conversational design and gen erative AI content creation
• Excellent collaborative and communication skills (written and oral)
• Able to translate information into clear and easy-to-understand steps
• A self-starter and creative problem solver, with the ability to write content quickly
• Passionate about building and cultivating a best-in-class customer experience
• Highly organized and detail oriented; able to balance multiple projects in a fast-paced, deadline-driven environment
• Proficient using quantitative data and qualitative feedback to identify opportunities and inform recommendations
• Able to work autonomously with direction and mentorship
• Possess a n empathetic, customer- first point of view
• Flexible and quick-to-pivot when business needs change
• Fluency with broad range of CX technologies and tooling used to write, optimize , and publish support conten t (including, but not limited to content management systems, digital publishing platforms , localization and analytics software , and c hatbot platforms )
• E mbraces new technologies and where possible incorporates them into day-to-day tasks (including, but not limited to prompt engineering with AI solutions and visual AI technologies)
• Highly adaptable and comfortable with ambiguity
• Thrive in a collaborative, team-focused work environment
• Relentlessly positive, with a 'can't be stopped' attitude
• An appreciation for media and pop culture