Help Center Editor, Customer Service

Job description

At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch.  Our members need our help from time to time, and that’s where our Global Customer Service (CS) organization focuses; providing amazing interactions with our subscribers around the world.  Our goal is excellence, simplicity, and getting our members back to streaming.  Netflix is looking for a talented Help Center Editor to join our Product Support Operations (PSO) team in Los Gatos to improve the support experience for our members and customer service agents. The Product Support Operations team is the bridge between Netflix CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience.  The Help Center Editor will work closely with content creators, product support managers, and cross-functional partners to edit and manage content for the Help Center and internal customer service knowledge base. 
·  Create and edit content and templates
·  Support content strategy for Customer Service content (Help Center and internal knowledge base articles, customer service email messages, as well as other materials)
·  Ensure content style, tone, and format meet the evolving expectations of a global audience
·  Partner closely with support operations, localization, legal, design and engineering teams
·  Help the team influence strategic decisions around content tools and capabilities
·  Refine and implement information architecture decisions
·  Maintain and update style guides and editorial training
·  Leverage multiple data sources to provide data-driven analysis and content recommendations