Content Strategist for Customer Engagement

2 weeks ago

Austin, Texas, United States Roku Full time
Collaboration is key to success.
About Roku

Roku is at the forefront of transforming how audiences engage with television. As the leading streaming platform in the United States, our ambition is to empower every television globally. Roku has been a pioneer in bringing streaming technology to the TV. Our goal is to be the ultimate TV streaming platform that bridges the entire television ecosystem. We connect viewers with their favorite content, enable content creators to grow and monetize their audiences, and offer advertisers unique tools to engage consumers effectively.

From day one at Roku, you will play a significant role in our mission. We are a rapidly expanding public company where every individual is essential. You will have the chance to bring joy to millions of TV viewers worldwide while gaining valuable experience across various fields.

Team Overview

The Customer Support division is dedicated to ensuring our global clientele remains connected and satisfied with the Roku platform, products, and services. We work closely with our Product and Engineering teams to provide exceptional customer experiences and operational efficiencies through a cohesive technology platform and a support model centered on excellence.

Role Overview

This position is an individual contributor role focused on technical documentation, project oversight, and content enhancement aimed at minimizing call center inquiries by improving self-service options. As a Content Strategist, you will oversee content production schedules, collaborate across departments to create external knowledge resources, and devise strategies to enhance overall content performance. You will represent the Customer Support content operations, ensuring all materials and communications align with our brand and are optimized for clarity and user experience. You will report to the Senior Content Manager within the Customer Support team.

Key Responsibilities
  • Focus on technical documentation, project oversight, and content enhancement to reduce call center inquiries by improving self-service options.
  • Collaborate across departments to create and optimize external knowledge resources for new products, features, and services.
  • Work with stakeholders to develop and refine content strategies that align with business goals.
  • Analyze content performance metrics, including Failure Rate, Customer Ratings/Reviews, and BPO Contact Volume, with the aim of optimizing content, including SEO improvements.
  • Act as a thought leader on current content performance metrics to ensure alignment with the overall Customer Support strategy and customer needs.
  • Represent Customer Support content operations and drive enhancements in partnership with Customer Support platform product management.
  • Ensure all materials and communications are consistent with the brand and optimized for clarity and user experience.
  • Design strategies that include feedback mechanisms, define KPIs for content performance, and prioritize needs to enhance the effectiveness of AI chatbots.
  • Lead multiple high-priority projects, adapting quickly to meet operational demands.
  • Manage the entire content request process, ensuring visibility on launches, upcoming tasks, and backlog items.
  • Draft and collaborate with Product, Engineering, Legal, and Customer Support Subject Matter Experts to create, edit, and publish customer-facing FAQs for all launches and updates.
  • Identify and delegate tasks to Content Specialists to support launches, updates, and backlog items.
Preferred Qualifications
  • 5+ years of experience in content and communication strategy, preferably in consumer electronics.
  • 5+ years in Customer Support or relevant experience in customer-facing roles.
  • Hands-on experience with publication workflows within Content Management Systems (CMS).
  • Familiarity with SEO tools such as Google Search Console, Google Analytics, and Conductor.
  • Experience utilizing analytics to assess content effectiveness.
  • Exceptional writing skills and meticulous attention to detail.
  • Ability to master the use of Roku products and services and convey this expertise in an accessible manner.
  • Comfort with ambiguity and the ability to create in a rapidly changing environment.
  • Demonstrated project management skills, including building and scaling processes from the ground up.
  • Strong collaboration skills, comfortable partnering with various functions across the company.
  • Excellent communicator, collaborator, and time manager with a keen eye for detail and commitment to accuracy.
  • Insight into AI and LLM applications.
#Li-SSC

Benefits

Roku is dedicated to providing a diverse array of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness resources. Local benefits may include healthcare (medical, dental, and vision), life insurance, disability coverage, commuter benefits, and retirement options (401(k)/pension). Employees can take time off for vacation and personal reasons to balance their evolving work and life needs. Please note that not all benefits are available in every location or for every role. For specific details, please consult with your recruiter.

Roku Culture

Roku is an ideal workplace for individuals who thrive in a fast-paced environment where the focus is on the company's success rather than individual accolades. We strive to surround ourselves with talented individuals who excel in their roles, are easy to collaborate with, and maintain humility. A sense of humor is valued here. We believe that a smaller number of highly skilled individuals can achieve more at a lower cost than a larger group of less skilled teams. We are independent thinkers with ambitious ideas who act decisively, move swiftly, and accomplish remarkable outcomes through collaboration and trust. In essence, at Roku, you will be part of a company that is revolutionizing how the world engages with television.

We take pride in our unique culture. We see ourselves primarily as problem-solvers, which involves both devising solutions and ensuring they are effectively implemented and delivered to our customers. This proactive approach to innovation has served us well since our inception in 2002.

To learn more about Roku, our global presence, and our growth, please visit our website.

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