YouTube San Bruno, CA, USA
Aug 27, 2019Full time
Minimum qualifications: Bachelor's degree or equivalent practical experience. 3 years of experience in online operations and/or web development. Experience managing and writing consumer-facing communications. Preferred qualifications: Experience in online content production, editing, UX writing, or marketing content for consumer-focused communications. Ability to work globally and cross-functionally in an ambiguous environment. Ability to quickly grasp technical concepts and successfully lead and manage multiple projects at the same time. Excellent project manager, with the ability to work independently and on multiple initiatives at the same time. Excellent problem-solving skills and business judgment. Excellent leadership, communication, project management, and analytical skills. About the job YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users’ voices to help shape product solutions. As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone. As a YouTube Support Communications Content Strategist, you will drive the development of support content across multiple channels including the YouTube Help Center and videos. You will effectively translate complex concepts into friendly, easy-to-read content that reflects YouTube Editorial guidelines. You will manage large content databases and work cross-functionally to craft high-quality material that balances user and business objectives. You understand how to create internal and external resources, online writing, and user education best practices while maintaining a focus on the user. In this role, you'll partner with teams across YouTube to develop content that supports and educates our users. You will drive projects and write content to ensure a consistent experience across the Help Center, forum posts, and videos. At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together. Responsibilities Build, maintain, and improve the YouTube Help Center. Create and edit Help Center articles and video scripts and create forum posts for launches. Collaborate with multiple teams at YouTube to develop and execute the support strategy. Analyze metrics to identify pain points and improve support content. Set quality standards and measure content quality. Work with content at many levels (information architecture, style guides, templates, analytics). Partner with product specialists, subject matter experts, vendor operations and training, and other editorial groups to ensure content consistency and transparency.