Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 82 million registered learners as of March 31, 2021. Coursera partners with over 200 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. More than 6,000 institutions have used Coursera to upskill and reskill their employees, citizens, and students, including in high-demand fields such as data science, technology, and business. Coursera became a B Corp in February 2021.
Coursera is looking for a Help Content Strategist to join our Scaled Support Operations team. As the owner of Coursera’s Learner Help Center, you will develop and execute the strategy of scalable resources for Coursera’s learner community. Additionally, you will partner with Product Managers and Services Specialists to create content to ensure learners are able to successfully use and gain value from our platform.
Responsibilities:
- Own and manage our Learner Help Center to ensure learners have all the resources they need to be successful on Coursera
- Plan, write, publish, and maintain clear, jargon-free support documentation for new and existing product features
- Help shape and execute the strategy to scale and present our self-serve resources in a user-friendly manner
- Track and use both qualitative and quantitative data to enhance the content and overall engagement of the Learner Help Center
- Work with Product Specialists, Product Managers, Engineers, and other support staff to understand and communicate product changes internally and externally, be voice for Support within other teams
- Audit support documentation and leverage data to make strategic, impact-driven improvements based on partner needs and company goals
Basic Qualifications:
- 3+ years of experience writing help or support content at a consumer-facing technology company
- 3+ years experience with Content Management Systems such as Confluence, Zendesk or Salesforce.
- Ability to analyze data to make content improvements that improve customer satisfaction and lift key business metrics.
- Ability to proactively communicate and synchronize content management with peers and multiple cross-functional stakeholders.
Preferred Qualifications:
- Background working in a fast-paced startup environment with demonstrated ability to manage multiple, ambiguous projects while adapting and prioritizing to meet tight, frequently changing deadlines.
- Demonstrated problem solving, critical thinking, analytical skills, highly organized and process oriented.Experience with Google Analytics.
- Background working with Salesforce and their Community/Experience portal
- Experience in basic coding languages like HTML and CSS a big plus.
- Demonstrated history with managing contact flows and contact discoverability.
- Experience with UX and design elements.
If this opportunity interests you, you might like these courses on Coursera:
Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at [email protected].
Please review our CCPA Applicant Notice here.
Mountain View, CA; Remote in USA /
Services – Product Services /
Full-time Exempt
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