Content Developer, Customer Support

Job Description

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

About the Team

The Customer Support team is responsible for keeping our global customers connected and delighted with the Roku platform, products, and services. We partner closely with our Product and Engineering teams to deliver the best customer experiences and operational efficiencies that are achieved through a unified technology platform and a support model focused on operational excellence.

About the Role

This is an individual contributor role focused in technical writing, project management, and content optimization to reduce contacts at call centers by enhancing self-service mechanism. As a Content Strategist, you will be responsible for managing content output calendars, partnering cross-functionally to develop external knowledge content, and strategizing on the overall content performance effectiveness. You will also represent Customer Support content operations, ensuring all content and communications are on-brand and optimized for clarity and user experience. You’ll report to the Senior Content Manager on the Customer Support team.

What you'll be doing

• As an individual contributor on the team you will focus on technical writing, project management, and content optimization to reduce contacts at call centers by enhancing self-service mechanism
• Partner cross-functionally to develop and optimize external knowledge content for new products, features, and services
• Collaborate with stakeholders to develop and refine content strategies aligned with business objectives
• Report on content performance metrics, specifically using current metrics such as Failure Rate, Customer Ratings/Reviews, & BPO Contact Volume, with goal to optimize content – including SEO optimization
• Be a thought leader on current content performance metrics to ensure the current key metrics align with the overall CS Strategy guide and support our customers
• Represent Customer Support content operations and drive improvements in collaboration with CS platform product management
• Ensure all content and communications are on-brand and optimized for clarity and user experience
• Design strategy including feedback mechanism, define KPIs for content performance, and prioritize needs to optimize effectiveness of AI chatbot
• Lead multiple high-priority projects, pivoting quickly to meet operational needs
• Manage the end-to-end content requests process, ensuring visibility on launches, upcoming tasks, and backlog
• Draft and partner with Product, Engineering, Legal, and CS SMEs to draft, edit, and publish customer-facing FAQs for all launches, releases, or optimization needs
• Identify and delegate work to Content Specialists to support launches, releases, and/or backlog items
  

We're excited if you have

• 5+ years of experience in content and communication strategy with experience in consumer electronics preferred
• 5+ years in Customer Support or relevant experience in the customer-facing space
• Hands on experience with publication workflows within a Content Management Systems (CMS)
• Experience with SEO tools like Google Search Console, Google Analytics, & Conductor
• Experience using analytics to determine content effectiveness
• Exceptional written skills and meticulous attention to detail
• Ability to master the use of Roku products & services and transfer this expertise in a digestible way
• Comfort navigating ambiguity, and an ability to create in a quickly evolving environment
• Project management experience. You have demonstrated strong operational / organizational / project management ability, such as experience building and scaling processes from the ground up.
• Strong cross collaboration skills. You are comfortable partnering with functions across the company—such as engineering, QA, product management, content development, and senior leadership—to ensure communication across teams and to foster collaboration across stakeholders
• Excellent communicator, collaborator, and time-manager with keen attention to detail and dedication to accuracy
• AI and LLM application ideas and insight
  

Benefits

Roku is committed to offering a diverse range 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 support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We’re independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

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