Senior Technical Content Designer – Customer Service Experience & Knowledge‑Base Strategy (Remote)

About arenaflex – Pioneering Global Entertainment

arenaflex is a world‑leading entertainment platform that connects millions of members across more than 190 countries with an ever‑expanding library of TV series, films, documentaries, and interactive experiences. With a subscription base that exceeds 278 million paid members, arenaflex delivers seamless streaming, personalized recommendations, and innovative viewing options that empower audiences to watch what they love, whenever and wherever they choose. Our mission is to redefine how people experience entertainment, and we do it by combining cutting‑edge technology, data‑driven insights, and a relentless focus on the member experience.

Why This Role Matters

At arenaflex, the Global Customer Service organization is the frontline that turns curiosity into loyalty. Our members rely on clear, concise, and trustworthy guidance when they encounter technical challenges, device questions, or service inquiries. As a Technical Content Designer you will be the architect of that guidance—crafting, editing, and maintaining the knowledge assets that empower both our members and the agents who support them. Your work will directly influence satisfaction scores, reduce support friction, and help millions of users enjoy uninterrupted streaming.

Key Responsibilities

• Lead end‑to‑end editorial projects: Define content strategy, set measurable goals, develop timelines, and produce regular status reports for large‑scale initiatives.
• Create and edit customer‑service content: Author and refine Help Center articles, internal knowledge‑base entries, support‑email templates, and other self‑service materials.
• Maintain brand‑consistent style: Ensure tone, voice, and formatting align with arenaflex’s global standards and adapt to regional nuances.
• Collaborate cross‑functionally: Partner with support operations, localization, legal, product design, engineering, and research teams to gather insights and validate content accuracy.
• Develop and update editorial guidelines: Create style guides, onboarding documentation, and training modules for new writers and agents.
• Leverage data for continuous improvement: Analyze usage metrics, search queries, and support tickets to identify gaps, prioritize updates, and recommend enhancements.
• Champion accessibility and inclusivity: Write content that is easy to understand for diverse audiences, including non‑technical users and those with disabilities.
• Support multilingual rollout: Work with localization partners to ensure translated content retains clarity and intent across languages.

Essential Qualifications

• Bachelor’s degree (BS/BA) in Communications, Journalism, Technical Writing, Human‑Computer Interaction, or a related field.
• Minimum of 5 years of professional experience creating technical or UI‑focused content for consumer‑facing products.
• Proven ability to write clear, concise, and engaging copy for web, mobile, and TV platforms.
• Strong grasp of information architecture, content management systems (CMS), and taxonomy design.
• Exceptional editing, proofreading, and storytelling skills, with a keen eye for detail.
• Demonstrated project‑management expertise—ability to juggle multiple initiatives, meet deadlines, and communicate progress to stakeholders.
• Experience collaborating with product, engineering, and research teams to translate technical concepts into user‑friendly language.

Preferred Qualifications & Personal Attributes

• Experience in a high‑volume customer‑service environment, preferably within a SaaS or streaming‑media context.
• Familiarity with analytics tools (e.g., Google Analytics, Mixpanel) and the ability to turn data into actionable content strategies.
• Knowledge of SEO best practices for help‑center content and internal knowledge bases.
• Self‑starter with a proactive, innovative mindset and a passion for continuous learning.
• Excellent interpersonal skills—able to build strong relationships across diverse functional teams.
• Adaptability to fast‑changing priorities and comfort thriving in a dynamic, remote‑first environment.

Core Skills & Competencies

• Technical fluency: Ability to understand and explain complex device troubleshooting, streaming protocols, and platform integrations.
• User‑centric writing: Crafting content that anticipates user questions and provides step‑by‑step solutions.
• Editorial governance: Maintaining consistency across thousands of articles and ensuring compliance with legal and brand guidelines.
• Collaboration tools: Proficiency with project‑management platforms (e.g., Jira, Asana), documentation tools (Confluence, Notion), and design software (Figma, Sketch).
• Analytical mindset: Interpreting content performance data to drive iterative improvements.
• Cross‑cultural awareness: Sensitivity to global audiences, language variations, and regional regulatory requirements.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. In this role you will have access to:

• Mentorship from senior content strategists and product leaders.
• Internal workshops on advanced technical writing, UX writing, and data‑driven content optimization.
• Opportunities to lead high‑visibility projects that influence the entire global support ecosystem.
• Cross‑departmental exposure, allowing you to deepen expertise in product development, engineering, and customer experience.
• Support for certifications such as Certified Professional Technical Communicator (CPTC) or UX Writing Certification.

Work Environment & Culture at arenaflex

arenaflex embraces a remote‑first philosophy, empowering employees to work from anywhere in the United States while staying connected through virtual collaboration hubs. Our culture is built on:

• Freedom & Responsibility: You are trusted to manage your own schedule, set priorities, and deliver results.
• Inclusivity & Diversity: We celebrate a wide range of perspectives, backgrounds, and experiences, believing they fuel innovation.
• Continuous Feedback: Regular one‑on‑ones, peer reviews, and transparent performance discussions keep growth on track.
• Playful Innovation: From internal hackathons to “Idea Days,” we encourage creative thinking that can shape the future of entertainment.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $50,000 – $190,000 based on experience, expertise, and market data. Employees can choose a mix of base salary and equity to align with personal financial goals. In addition to a market‑aligned compensation package, arenaflex provides:

• Comprehensive health, dental, and vision plans.
• Mental‑health resources, including counseling and wellness apps.
• 401(k) retirement plan with generous employer match.
• Equity participation through a stock‑option program.
• Flexible paid time off—full‑time salaried employees enjoy unlimited PTO, while hourly staff accrue 35 days annually.
• Family‑forming benefits, parental leave, and adoption assistance.
• Disability, life, and accidental injury coverage.
• Professional development budget and access to online learning platforms.
• Employee assistance programs and resources for work‑life balance.

Commitment to Equality & Inclusion

arenaflex is an equal‑opportunity employer. We believe that a diverse workforce drives better ideas and stronger products. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, or military service. Our inclusive hiring practices ensure that every candidate is evaluated on merit and potential.

How to Apply

If you are passionate about turning complex technical concepts into clear, helpful guidance and want to make a tangible impact on a global audience, we invite you to join arenaflex’s Customer Service Content Strategy team. Bring your expertise, curiosity, and storytelling talent to a role where every word matters.

Apply Job!