Technical Content Designer, Customer Service & Knowledge Experience Strategy

About arenaflex

arenaflex is a global leader in digital entertainment, delivering world-class streaming experiences to more than 278 million paid members across over 190 countries. Our platform brings together television series, films, and games spanning countless genres and languages, giving audiences the freedom to watch what they want, when they want, and how they want. But great entertainment is only part of the story. Behind every seamless viewing moment is a global Customer Service organization committed to excellence, simplicity, and getting members back to the content they love.

At arenaflex, we believe there is a smarter, more human way to deliver support. We are reimagining what customer service can be by blending empathy with technical precision, and editorial craft with data-driven decision making. Our culture is built on freedom and responsibility, where talented professionals are trusted to make bold decisions, innovate rapidly, and create meaningful impact at global scale.

The Opportunity

We are seeking a highly skilled Technical Content Designer to join our Customer Service Content Strategy team. This is a unique opportunity for a seasoned writer, editor, and content strategist to shape the voice, clarity, and usefulness of every customer-facing and agent-facing support experience at arenaflex.

As a Technical Content Designer, you will own the editorial experience of our Help Center, internal knowledge base, customer service emails, and a wide range of other support materials. You will work shoulder-to-shoulder with program managers, visual designers, product managers, engineers, researchers, and localization experts to ensure that every word we publish helps members solve problems quickly, confidently, and with minimal friction.

If you have a passion for translating complex technical concepts into clear, friendly, and actionable content, and you thrive in a fast-paced, highly collaborative environment, this role is for you.

Key Responsibilities

• Lead Complex Editorial Projects End to End: Drive large, multi-phase content initiatives from discovery and strategy through execution, delivery, and post-launch analysis. Set content goals, define timelines, manage stakeholders, and report on impact.
• Create and Edit High-Quality Support Content: Write, edit, and maintain Help Center articles, internal knowledge base entries, customer service emails, troubleshooting guides, FAQs, and other support materials that serve a global audience.
• Simplify the Technical: Translate intricate troubleshooting flows, device compatibility issues, account and billing problems, and feature documentation into language that is approachable for members of all technical skill levels.
• Maintain a Consistent Global Voice: Ensure tone, terminology, structure, and formatting remain consistent across all customer service content while adapting to the evolving needs of a diverse, multilingual audience.
• Cross-Functional Collaboration: Partner closely with support operations, localization, legal, product design, engineering, and research teams to deliver content that is accurate, compliant, and aligned with the broader product experience.
• Build Editorial Standards: Create, maintain, and continuously improve style guides, voice and tone documentation, and editorial training resources that elevate the craft of writing across the customer service organization.
• Data-Informed Content Decisions: Leverage search analytics, member feedback, agent insights, survey data, and content performance metrics to make evidence-based recommendations and continuously refine the support experience.
• Champion the Member Experience: Advocate for clarity, accessibility, and empathy in every piece of content, ensuring members feel respected, informed, and empowered at every step of their support journey.

Essential Qualifications

• Education: Bachelor’s degree in English, Communications, Journalism, Technical Writing, Information Design, or a related field.
• Professional Experience: 5+ years of relevant experience in technical writing, UI writing, content design, or a closely related discipline, preferably within a customer service, consumer technology, or product-focused environment.
• Exceptional Writing and Editing Skills: A portfolio that demonstrates the ability to craft clear, concise, and engaging content that simplifies complex technical concepts for a broad consumer audience.
• Technical Fluency: Hands-on experience troubleshooting consumer devices, platforms, or applications, and the ability to write about those topics with authority and accuracy.
• Cross-Platform Writing Experience: Demonstrated success writing for a variety of surfaces, including web, mobile, TV, email, and in-app experiences.
• Information Architecture: Strong understanding of how to structure, organize, and label content for maximum findability and usability, including experience with content management systems (CMS), taxonomies, and metadata.
• Project Management Skills: Proven ability to manage multiple projects simultaneously, balance competing priorities, and deliver high-quality work on time in a dynamic environment.

Preferred Qualities and Competencies

• Independent self-starter who thrives with autonomy and takes ownership of outcomes.
• Innovative and curious mindset with a passion for testing, learning, and iterating.
• Action-oriented, with a strong drive to continuously improve the member and agent experience.
• Exceptional relationship builder who collaborates effectively across disciplines, time zones, and cultures.
• Superior storytelling and communication skills, with the ability to influence stakeholders at all levels.
• Highly adaptable and comfortable navigating ambiguity, shifting priorities, and rapid change.
• A deep commitment to accessibility, inclusivity, and global sensitivity in content design.

Why You’ll Love Working at arenaflex

At arenaflex, you will join a team that is reshaping how the world experiences entertainment and how the world experiences support. Our culture is built on trust, transparency, and a relentless focus on impact. We hire exceptional people and give them the freedom to do their best work.

Compensation and Financial Rewards

Our compensation philosophy is simple: we pay top of market, and we let you decide how to be paid. arenaflex’s compensation structure consists solely of an annual salary, with no traditional bonuses. Each year, you choose the balance of your compensation between cash salary and stock options, allowing you to share in the long-term success of the company. For this role, the total market range is $50,000 to $190,000, determined based on job family, background, skills, experience, and current market indicators.

Comprehensive Benefits

arenaflex offers a robust and inclusive benefits package designed to support your health, wealth, and well-being, including:

• Comprehensive Health Plans for you and your family
• Mental Health support and resources
• 401(k) Retirement Plan with employer match
• Stock Option Program with long-term equity opportunities
• Disability Programs and Income Protection
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Family-forming benefits, including parental support
• Life and Serious Injury Benefits
• Generous paid leave of absence programs

Time Off and Flexibility

We trust our employees to manage their time in a way that supports both their work and their lives. Full-time salaried employees receive flexible time off from day one, while full-time hourly employees accrue 35 days of paid time off annually for vacation, holidays, and sick leave. We believe rest, recovery, and personal time are essential to sustained excellence.

A Culture Like No Other

arenaflex fosters a unique environment where talented people are empowered to make high-impact decisions, take creative risks, and grow professionally. We celebrate diverse perspectives, embrace curiosity, and invest in the development of every team member. Diversity of thought and background is not just welcomed at arenaflex—it is foundational to building stronger teams and better products.

Equal Opportunity and Inclusion

arenaflex is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. We approach inclusion with the seriousness and thoughtfulness it deserves, recognizing that diverse teams build stronger, more innovative products.

Apply Now and Shape the Future of Global Support at arenaflex

If you are a strategic writer, a thoughtful editor, and a passionate advocate for clear, helpful, and human content, we want to hear from you. Join arenaflex and help us redefine what exceptional customer service looks like for hundreds of millions of members around the world. Bring your craft, your curiosity, and your voice to a team that is setting a new standard for technical content design in customer experience.

This position will remain open for no fewer than 7 days and will be removed once the role is filled. We encourage you to apply early—your next chapter could begin here.