Senior UX Content Strategist

Job Type:Full Time

Job Description

We’re looking for a Senior Content Strategist to join our growing team at Zendesk. In this role, you’ll write UI language and design content that makes Zendesk easier to use.

The Content Strategy team is made up of former journalists, web and product writers. None of us had the “content strategy” title before Zendesk, and it’s OK if you haven’t either. You might be a UX Writer, Information Architect, Instructional Designer, Conversation Designer or Technical Writer. If you get excited about writing product copy that delivers the right message at the right time, you’ll fit right in. This is not a content marketing job nor is it a copywriting job! We write for the people using Zendesk products to help them take action and navigate the UI. This could include writing buttons, working on the information architecture of a settings page, or writing a chatbot script. We’re seeking a broadly experienced Content Strategist to join us.

While enjoying a huge variety of work, you’ll typically do a lot of design thinking, user testing, writing UI language, and maintaining our UX content standards. Content strategy sits within Product Design and we have weekly writing and design critiques to make sure everyone is on the same page. We’re a fun bunch who work hard to shape user experiences and define the product voice at Zendesk. You will play an essential part in that meaningful work.

You’ll also be best friends with the Brand, Product Design, UX Research, Localization, Engineering, and Product Management teams.

You will test language, think like a designer, and deliver highly-accessible user experiences, all while incorporating the charm of the Zendesk brand.

What you get to do every day:

  • Write in-product messaging, interface copy, product education materials, navigational nomenclature, and other content.

  • Conduct audits of existing product language and pinpoint areas of improvement (e.g. error messages, CTAs, labels, empty states, sign-up flows).

  • Maintain and evolve content standards, standard methodologies, guidelines, principles and taxonomies across a variety of audiences and initiatives.

  • Partner with Product Designers to shape the user experience through language, components and interaction patterns.

  • Bridge the gap between brand and product in the areas of style, standards, and communication and in a way that supports the overall customer experience.

  • Mentor and meet with Content Strategists and Design Systems team globally to offer strategic feedback on their projects.

  • Develop workflow processes that make it easier for partners at Zendesk to work with content strategy.

What you bring to the role:

  • Significant experience writing digital content (websites, software, instructional content), with a focus on UI content strategy.

  • Experience managing and mentoring writers or content strategists either directly or indirectly.

  • Demonstrated understanding of user experience and design thinking with the ability to adapt your writing style to match a company’s brand voice.

  • Strong editing and proofreading skills and a solid grasp of product design best practice.

  • An established track record in crafting and managing successful projects from start to finish, ideally with cross-functional teams.

You’ll receive a competitive salary package and stock and complementary health care for you and your family. Other perks include flexible working hours, a fully stocked kitchen and modern, open-plan offices on Collins Street! You'll be part of a hardworking team who are actively involved in the tech community - we are a hub for a host of tech meetups. There will be plenty of travel opportunities too, including our headquarters in San Francisco.

We’re focussed on growth and support this with time that’s specifically allocated to experimentation and discovery work, global offsites for skill-sharing as well as regular lunch and learns. We provide you with an annual training allowance, and we'll encourage you to participate in company-sponsored volunteer initiatives too.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterdiversity & inclusionin the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.