Sr. Specialist - SCC Knowledge Base

Sr. Specialist – SCC Knowledge Base

Undergraduate degree or equivalent required
Superior written and verbal communication skills
2+ years of experience in content creation/management/editing or technical writing, preferably in a customer-focused or operations role
A portfolio of work that demonstrates high-quality content
Comfortable managing multiple projects in a fast-paced environment that’s subject to rapid change and uncertainty
Demonstrates self-motivation, commitment to excellence, attention to detail, and the ability to see the big picture
Strong interpersonal skills, with the ability to build relationships and work collaboratively
Strong problem-solving skills, with the ability to understand and meet business needs in a feasible and strategic way

Strategize on how to deliver effective content for various topics; write and edit copy for Lyft’s associate and help content (web, in-app, and Lyft’s internal knowledge base), including articles, process maps, glossary terms, customer support messages, as well as other support materials
Collaborate across multiple teams (Product, Legal, Customer Experience, Training) to maintain support documentation and ensure consistency between Lyft policies and support content
Manage incoming requests and tasks, and serve as a point of contact for teams seeking content assistance
Produce high-quality, user-friendly content deliverables, adhering to defined project plans and shifting timelines
Translate complicated concepts, processes, workflows, policies, or legal documents into jargon-free copy that makes sense to associates, drivers, and riders
Monitor content usage; evaluate content effectiveness and provide recommendations and strategies that increase content accuracy, findability, and clarity

No preferred qualifications provided.