Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Our members need our help from time to time, and that’s where our Global Customer Service (CS) organization focuses; providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity, and getting our members back to streaming. Netflix is looking for a talented Content Writer Coordinator to join our Knowledge Management team to improve the support experience for our members and customer service agents.

The Knowledge Management team focuses on customer support and agent readiness through customer self-service, product insights, training, and enhancing both customer and agent experiences. Three teams make up the Knowledge Management team: Product Support Operations, Learning and Development, and Content Strategy. Product Support Operations is the bridge between Netflix CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. Content Strategy provides simple, effective help with our content strategy and design expertise to make the Netflix experience even better.

Role Overview

The Content Writer Coordinator will work closely with content creators, product support managers, and cross-functional partners to write, edit, and manage content for the Help Center and internal customer service knowledge base. This role requires a nuanced understanding of complex spaces and the ability to work comfortably in a global, remote environment.    

Key Responsibilities:

Assist in creating content across multiple subject matters (both templatized and non-templatized) for the internal knowledge base and Help Center by taking information from working documents and decks provided by the team.

Assist the team with editorial projects, including bulk updates, newsletters, surveys, SEO, and managing digital assets, working with localization and other cross-functional teams for support. Also assist with other editorial projects as needed.

Follow writing style and voice and tone guidelines.

Document the time needed to create various types of content and report back on proposed improvements to efficiency.

Work independently with minimal guidance, demonstrating the ability to meet deadlines and work asynchronously.

Utilize content management systems (CMS) and digital asset management (DAM) tools effectively.

Candidate Characteristics:

Demonstrated ability to work independently and effectively in an asynchronous environment and apply critical thinking without making assumptions.

Courageous in asking questions when clarity is needed, showing curiosity and a willingness to learn.

Comfortable with taking and giving feedback, demonstrating solution-oriented thinking and emotional maturity.

Ability to apply judgment in scenarios lacking step-by-step guidelines.

Attention to detail and a commitment to going above and beyond the task at hand.

Familiarity with streaming services, customer service, and comfortable working with tools like Google suite, Figma, AirTable, Asana, and content management systems is a plus.

Qualifications:

BS/BA degree required. Master’s Degree a plus.

4+ years of experience.

Exceptional writing, editing, and communications skills.

Strong content management and project management skills.

Desired qualities: independent, innovative thinking, curious, action-oriented, ability to drive improvements, strong relationship builder, superior communication skills, highly adaptable, and able to thrive in a fast-paced environment.

Preferred Background:

Experience working for a large international high-tech company (preferably U.S.-based)

Expectations:

Task Ownership: Own the workflow of content writing for the EMEA Partnership space and explore ownership of the global Partnership space & beyond.

Deliver tasks with minimal supervision and within assigned turnaround time (SLA).

Supervision: PSO PgMs and CS2 Content Designers will audit the content created. This role is expected to work independently with minimal guidance and document the time it takes to read, comprehend, write, and publish each task.

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000- $190,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Netflix is a unique culture and environment.  Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.