Yahoo Holdings - Champaign, IL
posted 2 months ago
AOL is seeking a Senior Help Content Writer to create, maintain, and measure the success of help articles and videos for a global consumer audience. This role is crucial in ensuring that users have access to clear and effective help content that enhances their experience with AOL and Yahoo products. The Senior Help Content Writer will engage in hands-on testing of product interfaces and mobile applications during their development phases, utilizing data-driven insights to define the requirements for help content and videos. The position requires collaboration with various teams, including product, engineering, contact center operations, marketing, and design, to deliver a world-class customer service experience. In this role, you will be responsible for testing and documenting consumer products, apps, and features throughout their development and launch cycles. You will proactively communicate with product and engineering teams regarding any questions or issues that arise during testing and launch schedules. Identifying help content needs for product launches will be a key focus, as you will write and update customer-facing help articles and videos accordingly. Regular audits of help content across multiple AOL and Yahoo consumer products will be conducted to identify outdated content and performance issues. Additionally, you will analyze data from various sources to pinpoint customer pain points and propose, act on, and measure the success of content-driven solutions. You will also be responsible for updating chatbot flows and help product landing pages in response to product releases or changes. Building strong relationships with cross-functional teams will be essential, as you will become a subject matter expert for multiple Yahoo and AOL consumer products, ensuring that the help content is accurate and effective.