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Full-Time

Content Developer

Customer Support

Updated on 7/3/2024

Roku

Roku

1,001-5,000 employees

Streaming platform and device provider

Consumer Software
Hardware

Senior, Expert

Austin, TX, USA

Category
Content Strategy
Technical Writing
Content & Writing
Required Skills
Communications
SEO
Data Analysis
Google Analytics
Requirements
  • 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
Responsibilities
  • 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

Roku offers a streaming platform with a purpose-built operating system and a range of devices, providing a seamless home entertainment experience. The company also develops exclusive Roku Originals for The Roku Channel, reaching approximately 80 million households in the U.S. and Mexico.

Company Stage

Series F

Total Funding

$298.2M

Headquarters

San Jose, California

Founded

2002

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-5%

2 year growth

-5%

Benefits

Unlimited vacation days

Medical, wellness, and financial benefits

Free snacks and access to fitness center at headquarters