Who We Are.
At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.
What you’ll do & how you’ll make your mark
- Document product functionality, troubleshooting, and best practices through research, cross-functional teamwork, and hands-on product testing.
- Explain, often complicated, instructions in a way that is simple and easy to understand for both customers and our support teams.
- Provide instructions for highly technical processes and procedures in a jargon-free manner, using terminology and language that all can easily understand.
- Leverage targeted SEO best practices to elevate our content and increase brand exposure.
- Liaise with stakeholders and subject matter experts to stay updated on the latest products and features.
- Identify ways to create and improve content to drive self-service and reduce customer contacts.
- Create internal and external content for both human and AI consumption.
- Assist in the creation of video tutorials.
- Analyze customer feedback, website statistics, and other data to determine which resources are needed.
- Develop a content strategy aligned with short-term and long-term business targets.
- Stay current with technologies and products used and offered.
- Monitor customers’ feedback, product goals, and pain points to improve content continually.
- Be a change agent! One that is constantly pushing and looking for improvement.
Who you are & what you’ll need to succeed.
- Must have at least 1 year of experience in Customer Service and Technical Support within a BPO environment.
- Must have at least 2 years of experience related to content creation in a Knowledge Base/Technical Writer/Learning and Development role.
- Preferably with knowledge in web hosting, email platforms, DNS, and domains.
- Can work on a permanent graveyard schedule.
- Exhibits strong learning agility, rapidly acquiring product and process knowledge in a fast-paced environment
- Self-motivated and proactive team player who works independently and takes ownership and accountability for projects
- Able to demonstrate excellent time management skills, attention to detail, work prioritization, and asking for help to meet deadlines
- Root Cause Analysis: Critical thinking enabled with logic tools such as ‘5 Why’s’ to quickly unravel complex issues to identify the heart of a problem
- Ability to continually move between the present and the hypothetical – Always exploring ‘What-If.’
- Problem-Solving: Ability to identify emerging trends and draw conclusions on how customers use our search tools to find answers and present those discoveries to senior leaders!
- Experience authoring or editing in a technical environment
- Experience in a customer success-focused environment.
- Familiarity with content and knowledge management systems such as PEGA, Confluence, and Salesforce
- Strong project management, organizational, analytical, and decision-making skills
- Strong writing skills in English. Your primary responsibility will be to create written content.
- Strong attention to detail
- knowledge of web standards
- Proficient understanding of web markup, including HTML and CSS
- Familiarity with Adobe Creative Cloud or resizing and annotating screenshots with Snagit
- Familiarity with video creation and editing a plus
- Ability to communicate politely and effectively with employees and management from all departments and brands
- Ability to multitask and reprioritize tasks quickly as needed
Why you’ll love us.
- Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
- We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
- We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
- Where can we take you? Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTOD!
#Bluehost
This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
