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Customer Experience Content Specialist

2 weeks ago

London, United Kingdom Lightricks Full time

**Who we are**:
Lightricks, an AI-first company, is revolutionising how visual content is created. With a mission to bridge the gap between imagination and creation, Lightricks is dedicated to bringing cutting-edge technology to the creative and business spaces. Our AI photo and video generation models, which power our apps and platforms including Facetune, Photoleap, Videoleap, and LTX Studio, allow creators and brands to leverage the latest research breakthroughs, offering endless control over their creative potential. Our influencer marketing platform, Popular Pays, gives creators the ability to monetise their work and offers brands opportunities to scale their content through tailored creator partnerships.

We are seeking an experienced, solutions-oriented CX Content Specialist to join the Customer Experience team in our London-based office, supporting the team with all its content related requirements. Among other things, this will include creating and maintaining SEO content for our user-facing Help Centre and developing a comprehensive internal knowledge base for our CX team. Your work will directly impact how users engage with Lightricks' products while supporting our mission to consistently deliver exceptional support.

This position offers the opportunity to combine technical writing, user-focused communication, and SEO expertise to craft impactful content in a dynamic, fast-paced tech environment, contributing to projects and initiatives that shape an exceptional, seamless experience for our users.

**What you will be doing**:
Reporting to the CX Product Team Lead based in Lightricks' London office. Your day-to-day tasks will include:
**User Help Center Content**
- Write and maintain SEO-optimised articles for our user Help Center, including FAQs, how-to guides, troubleshooting content, and feature documentation.
- Conduct keyword research to ensure articles are discoverable and align with user search intent.
- Collaborate with our Product and Marketing teams to ensure accuracy and consistency in user-facing content.
- Use analytics tools (e.g. Google Analytics, Zendesk Analytics) to monitor content performance and make data-driven updates to enhance the user experience.
- Implement user feedback to continuously enhance content relevance and effectiveness.

**Internal Knowledge Base**
- Develop and maintain a structured internal knowledge base for the CX team, providing clear, organised documentation on workflows, product details, and troubleshooting processes, as well as training materials.
- Ensure all content is easily accessible, regularly updated, and aligned with team needs.

**Cross-Functional Collaboration**
- Work closely with the Product teams to stay updated on new features and releases, translating technical information into user-friendly content.
- Collaborate with our Marketing team to align Help Center content with broader content strategies and campaigns.

**Special Projects**

Participate in special projects as and when required, providing regular progress updates to CX Leads and the Director of CX.

**Customer Experience Advocacy**

Serve as a knowledgeable representative of the CX team, championing the user voice within our company and enhancing the overall customer experience.

**Your skills and experience**:

- Minimum 3 years' experience in a content creation role with particular experience in SEO writing, preferably in a tech or SaaS environment.
- Strong understanding of SEO principles, including keyword research, meta tags, and on-page optimisation.
- Ability to write clear, concise, and engaging content tailored to different audiences (B2B and B2C).
- Working knowledge of HTML/CSS.
- Proficiency in working with Content Management Systems, such as Zendesk Guide, Salesforce Knowledge or Intercom.
- Analytical mindset with the ability to assess content performance using tools like Google Analytics.
- Strong understanding of SEO tools such as SEMrush, Ahrefs, or Google Keyword Planner.
- Collaboration & Initiative: Exceptional collaboration and communication skills, with a proactive approach to cross-functional teamwork.
- Familiarity with AI-driven tools and platforms
- a bonus Passion for empowering users and internal teams with impactful, user-centric content
- a bonus

**Benefits**:

- Stock Options.
- Private Medical Insurance (Optical & Dental cover) including your loved ones.
- Life Assurance.
- £3,000p/a Transport Allowance.
- £750p/a allowance for Wellbeing & Professional Development.
- Free on-site lunches, coffee, breakfast & snacks.
- Pension Contributions (7%).
- Holiday (25 days).
- Seasonal & Anniversary Vouchers.
- Hybrid & Flexible working.
- Central London office space.
- Enhanced Parental Leave.
- Cycle-to-work Scheme.
- Season Ticket Loan.
- Volunteering Opportunities.
- Frequent social activities - away-days, happy hours, team building, yoga, creative workshops.

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