Content Strategist – Help Center & Customer Experience

About the role

As a customer experience architect, you will design and optimise the end‑to‑end self‑service journey for Scribd’s users. You’ll manage help‑center content, automation and support entry points to enable customers to resolve issues quickly, accurately and independently.

Key responsibilities

• Design and optimise the self‑service experience across help‑center content, chatbots, email support and related tooling.
• Own and implement a long‑term strategy for organising and administering the Help Center.
• Keep the Help Center up‑to‑date with product releases, announcements and app‑based updates in collaboration with the EPDA team.
• Maintain a consistent brand voice across multiple Help Center sections and manage evolving customer macros.
• Track and report on Help Center performance using KPIs such as page visits, ratings and search visibility (SEO/AEO).
• Collaborate with Engineering, Product, Data and other teams to align customer‑facing language across all self‑service channels.

Required profile

• Strong attention to detail.
• High‑level strategic thinking.
• Excellent writing skills.
• Experience monitoring and reporting on usability metrics.
• Experience managing a help‑center platform (e.g., Zendesk) including organization, administration and content updates.
• Collaborative mindset when working with cross‑functional teams.

Required skills

• Zendesk (or similar help‑center platform).
• SEO and AEO knowledge for content discoverability.