Support Content Specialist

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

We’re looking for a Content Specialist to join Snap Inc! As a member of the Global Enablement team, you will manage and execute strategic initiatives for our internal and external help centers to ensure Creators, Advertisers, and Sales are supported effectively. You’ll ideate, plan, execute, and improve upon our support content with the ultimate goal of improving support content discovery and issue resolution at scale. 
 

What you'll do:

• Own and optimize the content and user experience on the Snapchat Support help center, ensuring that Snapchatters can easily find answers to common questions, learn about new products and features, and get help from support 

• Ideate and execute on a roadmap for support content, driving long-term projects and initiatives from inception to completion

• Monitor and analyze content data, localization quality, help center and search traffic, and other key performance indicators; identify trends and translate help center and content data into clear and actionable insights to improve the support experience

• Collaborate with and foster cross-functional relationships with Operations, Product, Engineering, Legal, Marketing, and other partners to drive shared objectives forward

• Drive and implement solutions for gaps, inefficiencies, or inconsistencies across the Support Content Program through process and communication channels

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills, with high attention to detail

• Ability to initiate and autonomously drive cross-functional projects to completion in a fast-paced environment

• Excellent problem-solving skills, and the ability to translate ambiguous business challenges into actionable plans

• Intellectual curiosity and a willingness to experiment in order to learn and identify creative solutions to problems

• Strong interpersonal skills to work effectively with a wide variety of stakeholders and teams across varying disciplines and levels

• Experience working with content management systems, website analytics, and search engine optimization

Minimum Qualifications:

• BA/BS degree or equivalent years of experience in Communications, Journalism, Operations, Marketing, or a related field

• 3+ years of experience in program/project management, support or marketing content, or other related field

• Experience producing, managing, and improving upon written content; or experience managing large-scale customer support operations or programs

Preferred qualifications:

• Previous experience working for a consumer technology, communications, or social media company

• Previous experience working with creator support 

• Web content development experience, including CSS and HTML 

• Familiarity with customer support and journey mapping

• Experience with ticketing systems such as Jira

• Passion for supporting the community of Snapchat, and understanding of what makes for a good customer, business, and platform experience

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some information.

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

The base salary range for this position is $107,000-$161,000 annually.

Zone B:

The base salary range for this position is $102,000-$153,000 annually.

Zone C:

The base salary range for this position is $91,000-$137,000 annually.

This position is eligible for equity in the form of RSUs.