About the Position:
Join our globally distributed team and contribute to the transformation of everyday workflows and entire industries through Dropbox's simple, powerful products. With 500 million people worldwide and 600,000 teams using Dropbox, your work will have a significant impact on our user base.
As a member of the Dropbox CX Scaled Content Operations team, you'll have a unique role that combines instructional design, content writing, and content operations responsibilities. You'll be responsible for maintaining and optimizing content on our help center (help.dropbox.com) and virtual customer training platform (learn.dropbox.com). Working closely with subject matter experts from CX, product, design, and marketing, you'll develop knowledge base articles and learning experiences to support optimization projects and educate our user base at scale. You'll collaborate with various teams to ensure accuracy and relevance.
In this fast-paced, entry-level position, you'll also handle uploading, formatting, and staging pages on our content management systems, as well as staging courses in our customer training learning management system.
To excel in this role, you'll need a customer-centric mindset, exceptional attention to detail, and excellent communication skills. You should be comfortable working on multiple projects simultaneously, catering to both consumer and business audiences. Experience in building and iterating upon learning experiences, particularly in the SaaS industry, is highly desirable.
This is a fully remote role, on a 12 month contract.
Position Responsibilities:
- Write, edit, and optimize external knowledge base content on help.dropbox.com and learn.dropbox.com
- Update scaled support content to reflect the Dropbox Support voice and tone
- QA articles for broken links and typos
- Interview subject matter experts and conduct discovery research for content organization
- Participate in content peer reviews and provide concise, actionable feedback
- Optimize images and other graphics
- Format and stage articles on content management systems
- Stage learning plans and training curriculum in the learning management system
- Submit content for localization and manage workflow
- Conduct content audits
- Pull customer feedback and generate reports
- Analyze business results and learner success to identify and address gaps
- Report and communicate results to cross-functional stakeholders
- Collaborate cross-functionally to ensure optimal user experience
- Collaborate with stakeholders to support scaled content optimization
- Provide miscellaneous support for Scaled Content Delivery and Scaled Content Operations teams as needed.
Position Requirements:
- 1-3 years of experience documenting software products
- 1+ years of experience working for a technology company (suggested)
- Experience uploading information into an online repository (Sharepoint, WordPress, eBay, etc.)
- Familiarity with a content management system (Contentful, Adobe Experience Manager, Dita, Jenkins, etc.)
- Familiarity with copy editing and/or editorial workflows
- Experience with image editing or optimization tools (Photoshop, Illustrator, CorelDRAW, etc.)
- Self-starter who thrives in a distributed, fast-paced environment
- Interest in a writing, editorial, or content design profession
- Preference given to those familiar with SEO terms and/or who have used Dropbox previously
- Strong familiarity with adult learning theories and methodologies
- Familiarity with agile learning development
- Familiarity with peer review processes
- Excellent written and oral communication skills
- Ability to work autonomously, with excellent time management and organizational skills
- Ability to deliver high-quality content, paying extreme attention to detail
- Ability to quickly grasp complex technical concepts and make them easily understandable by various tiers of support
- Excellent writing, editing, and proofreading skills in English
- Experience developing written content, adhering to style and brand guides
Note: Please apply only if you are currently in this location and eligible to work full-time in Ireland.
*only shortlisted candidates will be contacted
