As Content and Community Manager for the Customer Experience (CX) team, you will be responsible for creating and maintaining eero's customer and partner support content. You will define the content strategy for the CX team, create new content, and guide other team members to draft content that speaks to your vision. You will be responsible for creating and delivering trainings, writing sales-related and technical documents, and managing social media support and related content for eero's official twitter and facebook handles, as well as our Reddit and eero Community forums.
We are looking for someone who is passionate about technology and communicating with customers. This person will play a pivotal role in developing the structure, style, and tone of eero's customer- and partner-facing communication. You will work closely with eero's Product, Marketing, PR and Partner Success teams to develop an integrated approach to content. The ideal candidate will want to rethink the way content is used to educate, inform, and assist customers and partners, and will strive to find ways to get the right information in front of the right audiences at the right time. Strong technical skills and an aptitude for understanding advanced networking technologies are a must.
What you'll do:
Develop and own the communications strategy that allows eero to inform, assist, and educate our B2C and B2B customers.
Manage communication programs across multiple channels, including help content, customer forums, social media (Reddit, Facebook, Twitter), and internal knowledge base articles.
Use a mix of data and editorial intuition to develop instructions for customers and iterate on our content until you find what works best.
Design and deliver trainings for B2B partners by using existing available resources as well as developing new resources to align with partner and product growth
Design and deliver product and process trainings for eero internal support teams
Fantastic communicatorboth written and verbaland can make technical jargon accessible to non-technical people.
Solid understanding of modern communication methods such as social media.
Proven experience developing communications strategies, and launching communications initiatives that can scale.
Track record of successful cross-functional partnerships, and ability to collaborate closely with Marketing, PR, Product, Partner Success teams to deliver highly integrated customer communications.
Strong organizational and project management skills.
Amazon.com is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.