VirtualVocations

Home Based eBay User Assistance Content Strategist

The eBay Site User Assistance (SUA) Content Strategy team is looking for content professionals to join our team. SUA Content Strategy is responsible for delivering world class user experiences relating to all areas of user assistance on the eBay site (including help pages, embedded user assistance, customer support, email and chat templates, phones and self-resolution content).

We’re looking for content strategists to help us create and manage our user assistance content. Strong editorial skills are critical for success. The ideal candidate will be able to manage the content needs for large and small projects and must be passionate about creating a world-class customer-facing user experience.

Responsibilities include:

• Working with cross-functional teams to develop customer support email, chat and phone templates, Help pages, and self-resolution content.

• Improving the depth and quality of the content based on feedback from project teams.

• Creating concise, user-centered content that supports and enhances eBay’s usability.

• Reviewing and editing content generated by others.

• Upholding and evangelizing content quality standards.

Job requirements:

• 3+ years of professional experience in online writing, copywriting, or editing

• BA or BS in English, Journalism, or Communications

• Excellent writing, editing and proofreading skills

• Strong attention to detail

• Strong preference given for Web-based experience and experience writing Customer Support content

• Ability to write concise, conversational copy for a broad consumer audience

• Ability to work within tight and often-changing deadlines

• Ability to work with and communicate effectively with diverse individuals

• Strong organizational and project management skills

• An understanding of user-centered design and usability best practices

Also desirable:

• Experience on eBay as a buyer and/or seller

• Sense of humor

• Experience writing policy and/or legal content for a general audience

• Some project management experience

• Experience writing content for live help and phones

• Sense of humor

Regular telecommuting is possible, but candidates must be local. (Campbell/SF Bay Area)

Employer Posted:Wednesday, August 06, 2008