Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.
We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.
We're looking for a Senior Content Designer to join Zapier’s Self-Service Customer Experience (SSCX) team, you’ll be creating clear, inclusive user-centered content to craft a seamless self-service experience for our customers. You’ll serve the User Docs, Community and User Education teams to align the right content with the right users at the right time, focusing first with improving the Help Center.
Things you’ll do
Zapier is always changing, and with over 4,000 apps on Zapier's platform, we have a lot of ground to cover with our documentation. The first order of business for this role is to help the User Docs team overhaul the help center. We want our customers to have all the information they need to be successful with Zapier.
Develop structured content models to bring the right content to your target audience at the right touchpoints.
Participate in user research activities. You’ll talk to users to better understand their mental models and needs, and conduct usability and comprehension testing of the content you write to make sure it addresses those needs.
Help build and maintain a style guide and controlled vocabulary. Ensure that the content being generated for the parts of the product you support follows the style guide.
Work with Technical Writers to identify new content needs for the Help Center and collaborate with them to produce it. Reviewing content to make sure it’s accurate, relevant and matches our style guidelines.
Run content testing and research. You’ll talk to users to better understand their mental models and needs, and conduct usability and comprehension testing of the content you write to make sure it addresses those needs.
Coordinate with our editorial, marketing, and email teams to build a cohesive content strategy.
Monitor the performance of content and use that data to continuously improve it. You’ll work with the data team to monitor usage analytics, track customer feedback to spot trends and gaps, and proactively identify new opportunities to improve key business metrics through improved content and usability.
Give, seek and receive thoughtful feedback. You’ll help others become better writers and become a better writer yourself.