Content Writing Team Lead

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

We're a team of global innovators, who cherish diverse perspectives that fuel our mission; to simplify the world of work for SMBs worldwide.

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.

With a customer and digital first mindset you pride yourself on your ability to drive results by leading a team of passionate individuals (between 4 to 5 direct reports).

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;

Team Leadership 

• Engage, motivate and retain a team of 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 upskilling of the team in new products, systems, processes and tools to improve how we deliver our best work. 

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

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. 

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. 

• 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. 
• Strong people management skills with the ability to lead and engage a team of diverse individuals in a remote first environment.
• 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. 
• A passion for researching the latest and best in self service and content channel innovation. 
• Dedication to preserving and enhancing the unique culture and voice of Employment Hero.

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.

Life at Employment Hero

Remote-first principles

At Employment Hero, we're not just working remotely; we're integrating flexibility and global reach into the heart of our daily operations.

We also recognise the value of face-to-face connection, and organise local and global gatherings throughout the year to celebrate our wins and make meaningful connections with our colleagues.

Work your way

Every hero has unique powers. Bound by a common purpose and trust, we encourage each other to work in ways that allow us to bring our best selves to work.

We've got your back

Whether you're a seasoned remote-first pro, or a first-timer, you're in good company. With 900+ heroes globally, team support and collaboration is at your fingertips.

But don't just take it from us, here's a quote from one of our NZ heroes:

"Working for a company that has purpose and meaning is felt throughout the entire business. No one turns up to work just to get paid - we turn up to work because we care and take pride in what we do, but we also know how to create balance and flexibility in the important things in our life, such as family, friends and leading a lifestyle consistent with our values."

Plus you'll get to enjoy a number of great perks, including:

• Remote-first and flexible working arrangements
• A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered)
• We set you up for success with the latest and greatest hardware, tools and tech
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content)
• Reward and recognition programs - because great work should be recognised and rewarded
• Including Lightning Award for delivering quality work at speed and Values Champion Awards
• Swag app cashback offers and discounts on hundreds of your favourite brands and products
• Self, health, wealth and happiness programs
• Social events and team celebrations
• Employee Share Option Program: be an owner of Employment Hero
• Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024

We also recognise that the same recruitment process doesn't fit all, so should you require any accommodations or adjustments, simply let us know.

Are we a match?

Upon applying, you can anticipate a thorough review of your application, followed by an engaging interview process. Successful candidates will have the opportunity to meet with relevant stakeholders, gaining valuable insights into the organisation and the role.

Not exactly the right fit for you?

• If you're excited about Employment Hero, but this role is not the one for you, we encourage you to explore our careers page, packed with many more great opportunities.
• Know someone who would be a great fit? Feel free to share the role with your network

Note to recruiters: Employment Hero has a dedicated in-house recruitment team who are focused on finding the very best talent for our organisation and we kindly request that recruiters do not contact us regarding assisting with our job vacancies. While we appreciate your interest and expertise, we have everything we need in-house to attract and hire the right candidates for our team. Thank you.

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