COVID-19 Update:We are committed to protecting the health and safety of our current Britelings and those considering a career at Eventbrite. All of our employees are currently in a remote work environment and we will continue to adapt as we closely monitor COVID-19.

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Content Designer, Self-Service Experience

Nashville, Tennessee, United States

Content Designer, Self-Service Experience

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE

Eventbrite’s customer base is growing and evolving, and we need our help content, internal knowledge, and customer-facing experiences to grow and evolve too. We want to empower customers with the knowledge and resources they need to be successful on Eventbrite. From a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each. We’re looking for a Content Designer who can shape how we support event creators and attendees.

 

THE TEAM

The Self-Service Experience team is obsessive about making sure Eventbrite’s support content is the best it can be for customers at lightning speed. As knowledge seekers and sharers, we’re focused on improving Eventbrite’s self-service support strategy, methodology, and approach through content and AI — creating scalable customer service experiences worldwide. This role requires a keen understanding of the integrated functions within support and product organizations, as well as the ability to collaborate successfully in cross-functional teams. 

 

THE ROLE

We need someone to help us evolve Eventbrite’s customer content and self-service support experience. As a key player in one of our most important customer touch points, you’ll help steer the customer experience at Eventbrite. We’re looking for an innovator with a track-record of creating intuitive user experiences and the ability to use data and user research to drive decisions. You’ll be part of an incredible team of writers and content strategists, and responsible for designing and creating content experiences for millions of event creators and attendees across the world. The ideal candidate should be a proven writer and UX expert.

 

The Self-Service Experience team manages both the customer-facing Help Center and internal agent-facing content. We partner with Customer Success operations, localization, product, and engineering teams to ensure customers and our team have the right content at the right time. We’re always looking for innovative ways to deliver an amazing support experience — whether online through self-service or through agent contact.


YOU WILL

  • Design and deliver experiences as part of end-to-end customer journeys that help our customers self-serve
  • Plan, write, edit, test, and improve content including product education materials, interface language, navigational nomenclature, and other content throughout Eventbrite’s help experiences
  • Drive and collaborate on cross-functional customer journey work to simplify and automate customer contact drivers 
  • Create content models and collaborate with others to design content for self-service experiences (including but not limited to help content, chat bots, in-product help for web and mobile, email)
  • Partner with Salesforce developers and designers to improve the information architecture, navigation, and look and feel of Eventbrite’s help center 
  • Ensure content design requirements play a key role in product enhancements in partnership with UX Writers, Product Designers, Product Managers, and Engineers 
  • Contribute best practices to our style guides and design systems
  • Partner with content strategists, user researchers, our Voice of the Customer program, and customer-facing experts to uncover high-impact opportunities and their nuances 
  • Review and provide feedback on help content created by content development specialists in review processes and content critiques
  • Measure and evaluate the successes and learnings of content design
  • Share and present your work to elevate content design as a discipline at Eventbrite

THE SKILL SET

  • 2+ years of experience in Content Design, UX Writing, Content Strategy, or Product Design  
  • Impeccable written communication skills (English grammar, punctuation, voice, and tone)—with a focus on clarity and concision 
  • Derive content opportunities using quantitative and qualitative analysis
  • Experience with user testing methodologies and partnering with user researchers
  • Experience with content strategy, including top tasks research, content modelling, audience research, taxonomy, information architecture, and conversation design
  • Ability to incorporate SEO guidelines 
  • Experience working with translated & localized content
  • Knowledge of experience design principles. You have the ability to clearly understand and envision the full end-to-end customer experience. This includes development and design of customer experience journey maps and analyzing data specific to Voice of the Customer
  • Experience with UX Design Thinking—understands the principles of good user experience and can apply those to product flows on the web and mobile devices
  • You are passionate about providing customers an effortless experience at every touchpoint. Most importantly, you love creating amazing and effective online content
  • Experience with Google Analytics 

BONUS POINTS

  • You have experience using automation, chatbots, AI to enhance not only the customer experience but also improve internal teams efficiency, time and resources
  • Proven ability to develop and lead execution of successful content strategies and self-service experiences aimed at decreasing customer effort and/or improving internal productivity
  • Experience with Service Design thinking and activities. Ability to plan and organize resources (people, processes, services, tools/systems) to directly improve the internal team experience and indirectly affect the overall customer experience 
  • Experience with Google Dialogflow and Salesforce Servicecloud 
  • Active Eventbrite user with a passion for live events

ABOUT EVENTBRITE

Eventbrite is a the world’s largest self-service ticketing platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Our mission? To bring the world together through live experiences. Meet some of the Britelings that make it happen.


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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

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