Description
Ring Customer Support is hiring a seasoned wordsmith with a passion for delivering crisp and concise information to internal and external customers. This role will uphold dynamic editorial standards that meet customer needs, based on insights from user experience and engineering partner teams. This position will dive deep in real-time feedback and provide guidance to the content team on how to raise the bar on content. A successful candidate brings both editorial and project management experience and demonstrates the ability lead and persuade colleagues to ensure a unified approach to content development.
Key job responsibilities
Leads weekly editorial meeting to guide the Ring Customer Support content team on best practices and dynamic trends, based on data analysis.
Conducts routine audits of internal associate knowledge base and external-facing customer troubleshooting content to close gaps.
Serves as liaison between data insights and user experience leaders to ensure the most up-to-date information informs editorial strategy.
Authors Amazon documents, including strategy papers, retrospectives, and style guides to ensure the content team continuously raises the bar on user experience.
Collaborates with the Ring CS video producer and visual editor to shape strategy around troubleshooting videos and animations.
Basic Qualifications
Communications-related degree or work experience (journalism, marketing, public relations, etc.). Five or more years of experience in a corporate environment in roles that required project ownership.
Preferred Qualifications
Prior experience with Amazon document writing, customer support knowledge base content, and customer-facing troubleshooting resources.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $64,400/year in our lowest geographic market up to $137,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Company – Amazon.com Services LLC
Job ID: A2857024
About Organization
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.
Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.
You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.
