The Content Writer for self-service content is responsible for creating and implementing self-service tutorials for both customers and support agents, monitoring feedbacks for continuous content improvement, and producing quantitative and qualitative reports on the results achieved.  In this role you will capture device screenshots, create and update tutorials steps, track the number of sessions, visits, and rating.  The Content Writer will produce monthly reports with quantitative and qualitative analyses to be shared with the client, analyze comments and ratings to suggest improvements, and present ideas to the client.

Job Responsibilities Collaborate with the team to establish the best experience for both the customer and the support agent in order to achieve the expected results Capture screenshots at the client's office together with the technical team Ensure overall consistency of text styles, source images, and content tone, following the brand standards, persona, and the client's technical guidelines Communicate complex and technical ideas clearly and concisely, translating various device configurations into accessible language for different audiences Perform adjustments and publish content in collaboration with the internal technical team (back-end, front-end, UX, and BI) Research technology industry trends by combining online sources, interviews, and studies, aiming to bring improvements and new opportunities for content Conduct monthly analyses of comments and ratings left on each tutorial to identify improvements for existing content and opportunities for new content creation Analyze monthly content data (sessions, volume, ratings, access, etc.) and create a report with qualitative analysis of the results achieved Participate in sprints and recurring meetings with the internal team and/or client to ensure task alignment, clarify content, and explore new opportunities Skills and Qualifications Previous experience as a technical writer, content writer, UX writer, or in creating digital self-service content Ability to create tutorials, FAQs, manuals, or product documentation Ability to work collaboratively with technical teams such as back-end, front-end, UX, and BI Corporate communication skills for client interactions, presenting results, and advocating for opportunities and improvements Experience with digital content metrics (GA4) and the ability to evaluate the effectiveness of knowledge content Ability to translate technical concepts into simplified language for different audiences Excellent writing skills in Portuguese, with a focus on clarity, objectivity, and accessible language Proficiency in content creation software, tutorial tools, and online content platforms Skill in identifying improvements based on data and feedback Fluent in written and spoken English (C1 level minimum) Courses or certifications in UX Writing, Technical Writing, Communication, or related fields Preferred A bachelor’s degree in Social Communication, Journalism, Advertising, Data or Systems Analysis is a plus Basic knowledge of web content creation is a plus About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

 

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