Dropbox

User Operations - Help Center Writer

Position Purpose

Dropbox is one of the fastest growing startups on the Internet. We’re just getting started building the next great technology company, and we’re looking for world-class talent to help us achieve our vision.

Our users are our main priority, and we are building our User Operations team to help ensure every Dropbox experience is a great one. Making stuff that "just works" is part of Dropbox's DNA and on those occasions when people need help, we do everything we can to get them back on track.

As the Help Center Writer on the User Ops team, you'll create and optimize the troubleshooting and educational content that serves as the first line of support for millions of Dropbox users. Along the way you'll help define Dropbox's style and voice as they apply to the users’ help center experience.

Responsibilities

Write and edit help articles, email templates, and other materials that are clear, concise, and usable, empowering users to resolve issues quickly

Ensure that help content reflects the voice of Dropbox and develop guidelines accordingly

Partner with subject matter experts in Product, Marketing, Legal, and Engineering to create and revise content

Use metrics and feedback to continuously improve content, with the goal of maximizing problem resolution and user happiness

Lead projects to take help content to the next level, and work with Product and Engineering to innovate on the entire self-service experience

Requirements

1-3+ years of experience with writing and editing help content for a tech product

A knack for learning and communicating about technical issues

An empathy-driven passion for helping customers

Ability to juggle multiple projects and execute with ambiguity and imperfect information

Fanatical attention to detail

Firsthand experience and familiarity with the Dropbox product

HTML or other markup skills (or an enthusiasm to learn)

Feel free to include previous work you've done and links to that work on your resume!

Job Summary

Location:
  • San Francisco, CA, US
Date Posted:
08 Jul 2014
Function:
Technical & Customer Support
Sector:
Software