The Role

Our approach to CX is ever-evolving. We are embarking on rapid growth and are pivoting our CX function away from traditional call centre behaviour and thinking. By building out our omnichannel experience, we aim to achieve the highest levels of customer satisfaction with minimal customer effort. We are passionate about evolving the way that we work to ensure that we are consistently delivering what matters to our customers, teams and partners.

We are looking for a Content Lead that will share this passion. You’ll organise and assign tasks across the content team and be happy to roll-up your sleeves to help to create content.

The engaging and informative content that you’ll create will be delivered through our digital channels, empowering our customers with the knowledge and skills they need to operate and be delighted by our products. Ultimately, making “Work easy” for them.

Responsibilities

Task allocation and resource management:

• Ensure briefs are accurately scoped and resourced and the appropriate content resource assigned
• Ensures resources are allocated appropriately and the team are achieving maximum output
• Raise any issues early to team managers, project owners and stakeholders that require attention or escalation;
• Managing conflicting resource priorities with a logical approach and in a collaborative manner

Content Creation:

• Craft compelling written content to help customers self-serve within our product, help centre, as well as through other digital channels.
• Work with internal subject matter experts and teams to develop a strong understanding of the content you are writing.
• Work with our internal design team to make your content multimedia, engaging and optimised for each channel.
• Make sure our brand guidelines and content style guides, including tone of voice, values and visual identity, are adhered to at all times.
• Utilise industry best practises and familiarity with Employment Hero's mission to inspire new ideas and content.
• Work with our support writers and BOT specialists to optimise and deliver best-in-class customer and employee content, and optimise existing website content as needed.
• Partner with our Content and Marketing teams to ensure all-around consistency (style, fonts, images and tone), to drive synergies in content across the Go-to-Market and CX Teams.
• Contribute to community engagement to promote our product and blog content on community forums and social media.
• Continually seek to understand the capabilities and technical constraints of the Employment Hero ecosystem, to drive optimisation by reducing customer and Hero effort.
• Champion and push for the best possible customer experiences

Requirements

• 3+ years of experience as a copywriter, content manager, or related content creating roles is preferred.
• Experience with updating and editing content within content management systems/platforms using HTML or WYSIWYG editors
• A working understanding of speech, language, voice recognition technologies, video creation; as well as best practise content publishing tools.
• Experience working cross-functionally, synthesising feedback and input from product management, engineering, marketing, front-line teams, and user research to drive content roadmaps.
• Tertiary qualification in Marketing, Business, or similar.
• Experience with omnichannel support software, such as Zendesk or similar.
• Experience working in B2C and B2B industries respectively, across the Australasian marketplace.

Benefits

• Self, health, wealth and happiness programs
• Remote-first and flexible working arrangements
• Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it!)
• A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!)
• We set you up for success with the latest and greatest hardware, tools and tech
• Continuing education / post-graduate assistance program
• Virtual yoga classes
• Weekly virtual happy-hour and social events to get to know your new colleagues
• Quarterly & yearly team celebrations
• Access to the EH Employee Benefits Program and Hero Rewards Shop, of course!
• Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

• Raised $181M achieving unicorn status February 2022
• LinkedIn Top 25 Startups 2021, ranked #2 in Australia
• The Australian Top 100 Innovators List 2021
• Raised $140M Series E round led by Insight Partners July 2021
• Raised $45M Series D round led by Seek 2021
• Deloitte Technology Fast 50 2020, ranked #42 in Australia
• LinkedIn Top 10 Startups 2020
• Raised $22M Series C Round led by Seek July 2019
• Raised $8 mill series B round led by Seek and OneVentures
• Deloitte Technology Fast 50 2019, ranked #20 in Australia
• GetApp Category Leader Q1 2019
• Deloitte Technology Fast 50 2018, ranked #12 in Australia
• HRD Gold Medalist - Human Capital Management Systems 2018
• HRD Gold Medalist - Rewards and Recognition Service Provider 2018
• HRD Rewards and Recognition Employer of Choice 2018
• LinkedIn Top 25 Startups 2018
• EY Entrepreneur of the Year National Finalist 2018