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Job Details


Company name
Charter Communications

Stamford, CT, United States

Employment Type

Editing, Media, Writing, Journalism, Marketing

Posted on
May 20,2019

Valid Through
Sep 02,2019

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JOB SUMMARYThis role works directly with multi-functional teams to develop new content as well as review current support content, meet with product owners, customer support, user experience, and legal to ensure content is up-to-date, consistent and adheres to the brand voice. Deep experience creating online support content at a large technology, telecommunications or similar company. Must also demonstrate a strong understanding of best practices in web design and copywriting, have experience using content management systems (e.g., Drupal, Salesforce Knowledge) and exhibit excellent communication skills. Must be able to manage large-scale content projects, including new product launches and content audits.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience.Lead the creation and delivery of engaging self-support content that both captures the customer’s interest and allows them to self-service with little effort. Manage the development of interactive digital content to be delivered over the web.Work with Marketing and external agencies to produce short-form self-help videos. Define intuitive troubleshooting and customer process flows to enable self-service. Leverage a foundational knowledge of Charter’s products and relationships with subject matter experts to review and edit content, making certain it is accurate and relevant. Leverage SEO and natural language concepts to optimize the customer’s search for support information based on the customer’s terminology and description of the problem. Continuously iterate and improve content based on customer feedback and data analysis. Create reports and presentations to capture and share online support accomplishments. Collaborate with Marketing and Product to ensure a consistent brand tone in all customer communications.Deeply engage with the Customer Care and Product teams to identify current customer pain points and quickly develop new content, particularly as part of new product introductions. Support service alerts with the timely delivery of critical information and tips for affected customers. Author content and instructions as assigned. Write clear and persuasive copy for different media platforms.Revise, edit and proofread content according to style and accessibility guidelines.Research solutions and write persuasive and appealing product positioning.Ensure content addresses customer call drivers and pain points.Work directly and effectively with business leads and designers in collaboration to develop and improve copy and participate in team collaboration and peer content sessions.Understand search optimization (SEO) and accessibility guidelines. Execute content plans, verify content adheres to style and accessibility guidelines, and manage content throughout content lifecycle.Communicate effectively with team members to seek information and resolve questions regarding any aspect of projects.Must have knowledge of standard concepts, practices, and procedures of writing copy for print, Web, and audio-visual media.Blend an array of ideas and concepts into a single cohesive message while maintaining the voice of the business.Other duties as requested.REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand EnglishShows excellent command of the English language with a knack for sentence structure and grammar Excellent written and verbal communication skillsAn articulate speaker and writer who is able to present ideas clearlyHigh attention-to-detailOpen to constructive feedback and understands that revision is an essential part of the creative processA team player comfortable in a collaborative environmentMust be a highly creative and innovative thinker who loves participating in the creative process from brainstorm to launchOrganized, self-sufficient, and self-motivatedUnderstand best practices for web writing and designStrong analytical approach to presenting recommendations and making decisions Independent thinkerCustomer focusedTechnically savvyProject management skillsAbility to manage multiple projects while coordinating efforts across a variety of functional areasAbility to learn and adapt quickly to a dynamic and fast-paced environmentAbility to work under the pressures of tight deadlines, multiple projects and other demandsEducation Bachelor’s degree in English, journalism, marketing, public relations, or related field, or equivalent work experienceRelated Work Experience 3 Years - Copywriting/Editing Experience 2 Years - Experience in developing self-support and/or online training content2 Years - Project management experience2 Years - Experience in media or telecommunications industries is a plusWorking ConditionsOffice environmentExposure to moderate noise levels,employmentType:Full Time,identifier:241753BR,industry:Customer Operations,title:Editor,url:,hiringOrganization:{@type:Organization,name:SPECTRUM,logo:},jobLocation:{@type:Place,address:{@type:PostalAddress,addressLocality:Stamford,addressRegion:Connecticut,addressCountry:United States,streetAddress:201 Tresser Blvd.,postalCode:}}}

Company info

Charter Communications
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Company Profile
Spectrum Business has faster Internet, advanced voice services and more HD for your business. Spectrum Business Internet is made to keep your workforce connected with the fastest speeds, plus NO Contract, NO Hidden Fees, & NO Taxes! Only $39.99/mo when bundled. Spectrum Business Voice-Unlimited Long Distance plus advanced Business Calling Features. Only $29.99/mo. with NO Fees. NO Taxes. NO Contract.

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