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CX Content Specialist

Richmond, VA

About SimpliSafe

At SimpliSafe, we're all about making sure everyone feels safe and secure in their own homes. As a leader in the home security world, we put our hearts and souls into innovation and always keep our customers at the forefront of everything we do. When you join our team, you'll be a key player in bringing peace of mind to our customers. We believe in the power of teamwork and are always looking for ways to help our people grow and develop. Our inclusive culture means that everyone's voice is valued, and we work hard to create a supportive environment where everyone feels comfortable sharing their ideas. We also get that work-life balance is important, so we offer flexible remote work options. If you're looking to make a meaningful impact in a company that cares, SimpliSafe is the place for you.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

As a CX Content Specialist, you will be essential in translating complex technical information into clear, accessible content for our agents. Your work will ensure that our internal and external customers can easily understand and make the most of our innovative security solutions.

What You’ll Do:

  • Develop, write, and edit a variety of content, including user manuals, online help articles, FAQs, troubleshooting guides, and internal knowledge base articles for contact center agents.
  • Collaborate with product managers, engineers, and customer support teams to gather and understand technical information and ensure documentation is accurate, relevant and user-friendly.
  • Create and maintain documentation standards, style guides, and best practices to ensure consistency and clarity across all content.
  • Utilize various authoring tools and platforms to produce and publish high-quality documentation that meets the needs of diverse audiences.
  • Draft and disseminate important business updates to keep agents informed of changes, new initiatives, and relevant information that impacts their roles.
  • Gather feedback from agents and customers to continuously improve documentation and enhance the overall user experience.
  • Assist in developing training materials and resources that support internal teams and empower customer education initiatives.

What We’re Looking For:

  • 3+ years of experience in technical writing, preferably in technology or consumer electronics.
  • Strong ability to discuss complex concepts and simplify them to produce clear, concise, and engaging content tailored to both technical and non-technical audiences.
  • Experience with SEO optimization techniques to enhance content visibility and effectiveness.
  • Familiarity with Google Workspace and knowledge management platforms. 
  • Excellent communication skills, both written and verbal, with a collaborative approach to working with diverse teams.
  • Strong organizational skills with the ability to manage multiple projects and deadlines effectively.

Preferred Qualifications:

  • Experience in the home security or consumer electronics industry.
  • Familiarity with HTML, CSS, or Markdown for online content.
  • Knowledge of user experience principles and best practices in content presentation.

What We Offer:

  • Flexible Hybrid Schedule: Work options to accommodate your lifestyle. 
  • Paid Time Off: Enjoy paid holidays and additional floating holidays. 
  • Health Benefits: Comprehensive medical and dental coverage for you and your family.
  • Career Development: Ongoing training and growth opportunities to advance your career.

What Values You’ll Share:

  • Customer Obsessed: Build deep empathy for customers and develop long-term relationships. 
  • Aim High: Challenge yourself and others to continuously improve. 
  • No Ego: Embrace a "no job too small" attitude, with an open and inclusive approach.
  • One Team: Collaborate effectively to achieve success. 
  • Lift As We Climb: Invest in the development of others and support their success. 
  • Lean & Nimble: Work efficiently and adaptively in a dynamic environment. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to supporting qualified individuals in hiring and employment. If you need accommodations during the application or interview process, please contact careers@simplisafe.com. If you’re ready to take on this exciting role and help shape the future of learning and development at SimpliSafe, we’d love to hear from you!

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