Content and Communications Specialist
The Content and Communications Specialist is a skilled writer, responsible for drafting engaging email content and thoughtful and informative knowledge base articles that seek to educate clients and internal partners on the Namely product and processes. The Content and Communications Specialist accomplishes this by following standards and best practices for written content established by the Content Manager and Senior Technical Writer.
The Content and Communications Specialist works to ensure that crisp, concise and relevant Knowledge Articles are published to the appropriate digital channels, promoting the Namely Knowledge Base and Help Community as an integral part of the Client and Employee Experience. The Content and Communications Specialist develops relationships with members of Client Operations and the Product team, working with them regularly to ensure content gaps are addressed and filled.
Responsibilities
- Review article feedback and content submission requests, ensuring that all articles meet standards put forth in the Knowledge Style Guide and align with broader pedagogical best practices.
- Draft client-facing and internal communications related to incidents, operations initiatives and milestones, office closures.
- Publish internal and client-facing articles and client communications in accordance with Namely’s style and voice.
- Participate in content and communications campaigns, working with internal stakeholders to publish high-quality articles, emails, announcements and in-app messaging.
- Peer-review articles and communications written by other members of the Client Experience team.
- Optimize the searchability, style, and navigation of Knowledge Base content.
- Leverage search engine data, web analytics and case trends to fill content gaps.
- Partner with Product Champions in Client Operations to address content gaps and training needs.
- Foster a self-service environment for both employees and customers.
Skills and Competencies
- Strong writing and editing skills
- Able to write for different audiences
- Continuous learning and capability
- Willingness to receive and act on feedback, open to criticism
- Balance need of multiple stakeholders
- Adapt to Namely’s style, voice and visual aesthetic
- Able to work cross-functionally
- Excellent research skills
- Developing understanding of web and search analytics, and how to optimize content using them
- Ability to meet deadlines
- Light publication design skills are a plus
Requirements
- 1-2 years of relevant work experience, with 1+ year of demonstrable online content creation skills
- Advanced knowledge of Content Management Systems and all G-Suite products
Nice to Haves
- Salesforce Knowledge, Service Cloud and general Salesforce reporting
- SearchUnify and Google Analytics
- Adobe Suite and Canva
Namely Company Culture Highlights
- Winner of Comparably's Award for Best CEO 2020
- Winner of Comparably's Award for Best Company Culture 2020
- Winner of Comparably's Award for Best Places to Work in New York 2021
- Winner of Comparably's Award for Best Places to Work in Atlanta 2021
Check us out on Comparably: https://www.comparably.com/companies/namely
About Namely
Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.
We invite you to fill out the EEO survey below as part of our ongoing diversity initiatives at Namely. Your participation in the survey is completely optional and voluntary, and none of the information you provide will be considered in the hiring process or with respect to any employment decision made by Namely. Namely will have access only to anonymized data submitted through these surveys.