Our mission and where you fit in At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!What might your days look like The Customer Experience Team at Employment Hero is embarking on a journey to make our customers' needs met when they need it and in the channel they prefer.The key to this journey is enabling self service as a channel for our customers.This role is key to executing, managing and improving all self service pathways for our customers by co-designing the plans to improve our self service channels and leading and inspiring a team of digital content/customer learning specialists who are creating the content we need to proactively meet our customer needs.As a Content Writing Team Lead, you will be responsible for ensuring our customers maximise their value from Employment Hero by optimising our self service channels and the content within them.We aim to drive and support product adoption and feature utilisation of our products and services, whilst offering 24/7 support to our customers across our global footprint.Your service mindset and expertise ensure you listen and act on stakeholder needs internally.Passionate about setting a high bar for performance and results, you continually stretch what's possible and improve content and channels by looking into research, emerging innovations, customer and operational data, insights and feedback. Your collaboration with our product and customer facing teams to prioritise both go to market initiatives and optimising how our content and channels perform to date is founded on an innate ability to build valuable relationships with customers, stakeholders, colleagues and your team.Reporting to the Head of Digital Engagement, you will form a tight knit group with another regional Content Lead, the Community Manager and Digital Customer Success Lead. As a Content Writing Team Lead you'll be responsible for; Copywriting and Content Creation Ensure our content is compelling and aligns with our brand voice and objectives Collaborate with various teams to ensure content consistency and relevance and embed that consistency across the team. Content Development Manage a dynamic content calendar tailored to our target audience and seasonal needs. Oversee the creation of diverse content types, ensuring variety and depth in our content offerings across written and multimedia content. Stakeholder Collaboration Work closely with the customer experience and product teams to identify, prioritise and deliver self service customer content. Ensure that content strategies and priorities are in line with broader company goals and customer needs.Self Service Channel Optimisation Monitor, manage and improve the metrics associated with our self service channel performance Collaborate with internal teams and third parties to optimise our Information Architecture design, for better self service channel outcomes. Analyse and provide insights on content performance, suggesting areas of improvement and strategies for higher ROI.Reporting, Insights and Analytics Collect, analyse and provide team member feedback on data and insights that measure team and team member performance. Ensure stakeholders are kept up to date on our team performance and project delivery, aligning to our Go To Market timelines and quarterly goals. Work with our Customer Facing leaders to jointly prioritise ways to improve self service performance, suggesting areas of investment ROI to the Customer Experience leadership team Team Leadership Engage, motivate and retain a team of 3 Digital Content Specialists, working closely with other leaders in the Digital Engagement function to ensure we are high performing. Assess team capabilities and be responsible for the continual up-skilling of the team in new products, systems, processes and tools to improve how we deliver our best work. Quality Assurance Put in place the mechanisms to ensure our content is error-free and kept up to date. Manage feedback loops for continuous content improvement both internally and externally. What will you bring: Proven experience in content creation and measurement to drive customer self service using multimedia and written instructional/technical content. Knowledge and track record of how to improve customer traffic to self service channels and improve the channel effectiveness against targeted performance. Strong analytical skills with expertise in interpreting and leveraging customer and operational data. Exceptional communication skills, with the ability to convey complex ideas simply and concisely in written and face to face formats across multiple stakeholder and customer groups.Demonstrated ability to collaborate effectively across multiple teams, cultures and varying customer personas. Ability to prioritise, manage and measure multiple projects simultaneously while adhering to deadlines.Strong attention to detail, ensuring accuracy and consistency in all content, operational, planning and reporting outputs.Proven track record in driving operational and continuous improvement and innovation across workflows, systems and tooling. Experience is important, but for us the biggest measure of success is people who can live and breathe our values.Show us what you can bring to the table, and we'll empower you to let your talents shine.The EH Way The EH Way is how we describe our culture at Employment Hero and how we all operate.It is our DNA.You can read all about it on our careers page: https://employmenthero.com/careers/ In short, you'll love working with us if: Revolutionising employment gets your heart racing.You thrive on the flexibility (and responsibility) of a remote-first business.Our values align, and shape how you show up every day.You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.Plus, you'll get to enjoy a number of great perks, including: A generous budget for your home office.Cutting-edge tools and technology.Reward and recognition programs - because great work should be recognised and rewarded.Cashback offers and discounts on popular brands through our Swag app.Employee Share Option Program: be an owner of Employment Hero.Annual Global Gathering - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024.Are we a match? Think we're the right match for you?Fantastic!Click 'Apply' and our talent team will reach out with the next steps.At Employment Hero, we are committed to safeguarding the privacy of your application data.To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/ Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
