Technical Content Designer, Customer Service Knowledge Strategy & Support Experience

About arenaflex

At arenaflex, we are redefining how the world experiences entertainment. As one of the most influential streaming and digital media organizations globally, arenaflex connects hundreds of millions of members across more than 190 countries with an extraordinary library of television series, films, and games spanning every genre and language imaginable. Our members enjoy the freedom to play, pause, and resume content whenever and wherever they choose, with flexible plans designed to match their lifestyles.

But great entertainment is only part of the story. Behind every seamless viewing experience is a sophisticated global support ecosystem that helps members navigate questions, resolve issues, and get back to the content they love. That is where our Global Customer Service organization comes in. Our mission is simple yet powerful: deliver excellence, embrace simplicity, and return every member to streaming as quickly and pleasantly as possible. Every interaction matters, and the content our members and our frontline agents rely on must be just as exceptional as the experiences we deliver on screen.

The Opportunity

arenaflex is searching for a skilled and visionary Technical Content Designer to join our Customer Service Content Strategy team. This is not a typical content role. It is a unique opportunity for a technically fluent writer and editor to shape the words, structure, and strategy behind the help and support experience for millions of members worldwide. You will operate at the intersection of technical writing, UX writing, information architecture, and customer experience design, crafting content that makes complex topics feel intuitive and approachable.

As a Technical Content Designer, you will partner with program managers, visual designers, product managers, engineers, researchers, and localization specialists to produce and refine content for the arenaflex Help Center, the internal customer service knowledge base, member emails, and other critical support touchpoints. Your work will directly impact member satisfaction, agent efficiency, and the overall quality of the global support experience.

Key Responsibilities

• Lead Complex Editorial Projects End to End: Own large-scale content initiatives from strategy and goal setting through execution, timeline management, and outcome reporting. Define editorial roadmaps and ensure alignment with broader Customer Service objectives.
• Create and Edit High-Impact Support Content: Develop, refine, and maintain Help Center articles, internal knowledge base entries, customer service email templates, and other support materials that empower both members and frontline agents.
• Simplify the Complex: Translate intricate technical topics such as device troubleshooting, connectivity issues, and platform-specific features into clear, concise, and accessible language that any reader can understand.
• Maintain Global Voice and Quality Standards: Ensure consistent tone, style, and formatting across all content, adapting to the evolving needs of a diverse, multilingual global audience.
• Cross-Functional Collaboration: Partner closely with support operations, localization, legal, product design, and engineering teams to align content with product changes, regulatory requirements, and user research insights.
• Build and Sustain Editorial Frameworks: Create, maintain, and continuously improve style guides, editorial training materials, and content best practices that elevate the craft across the team.
• Data-Driven Content Decisions: Leverage multiple data sources, including member feedback, agent insights, search analytics, and performance metrics, to provide actionable analysis and content recommendations that drive measurable improvements.
• Champion the Member Experience: Advocate for clarity, empathy, and usability in every piece of content, ensuring the member perspective remains central to editorial decisions.

Essential Qualifications

• Educational Background: Bachelor of Science or Bachelor of Arts degree in a relevant field such as Communications, English, Technical Writing, Journalism, Marketing, or a related discipline.
• Professional Experience: A minimum of five years of relevant experience in technical writing, UX writing, content design, or a closely related role.
• Exceptional Communication Skills: Demonstrated excellence in writing, editing, project management, and verbal communication, with a portfolio that showcases clarity, precision, and impact.
• Technical Writing Expertise: Extensive experience writing for customer service organizations, software products, or highly technical environments targeted at consumer audiences.
• Multi-Platform Fluency: Proven experience writing and designing content for various platforms, including web, mobile, smart TV, and other connected devices.
• Information Architecture Acumen: Strong understanding of content organization, taxonomy, navigation patterns, and content management systems.

Preferred Qualities and Attributes

• Independent and Self-Directed: Comfortable taking ownership of projects and driving them forward with minimal supervision.
• Innovative and Curious: Naturally inclined to explore new ideas, question the status quo, and experiment with fresh approaches to content design.
• Action-Oriented Mindset: Energized by momentum, focused on outcomes, and motivated to drive continuous improvement.
• Strong Relationship Builder: Skilled at cultivating trust and collaboration across diverse teams and disciplines.
• Superior Storytelling Ability: Able to weave data, narrative, and empathy into content that resonates with global audiences.
• Adaptability and Resilience: Thrives in a fast-paced, evolving environment where priorities can shift and ambiguity is the norm.

Skills and Competencies for Success

• Mastery of editorial principles, including grammar, tone, voice, and stylistic consistency.
• Strong analytical skills with the ability to interpret data and translate insights into editorial strategy.
• Deep empathy for end users, paired with a passion for crafting content that solves real problems.
• Project management discipline with the ability to juggle multiple complex workstreams simultaneously.
• Familiarity with content management systems, markup languages, and content design tools.
• A collaborative spirit that elevates the work of cross-functional partners and team members.

Career Growth and Learning Opportunities

Joining arenaflex means becoming part of a culture that values freedom, responsibility, and impact. As a Technical Content Designer on our Customer Service Content Strategy team, you will have unparalleled opportunities to grow your craft, expand your influence, and shape the future of customer support on a global scale. You will be mentored by industry-leading content strategists, partner with world-class engineers and designers, and gain exposure to the inner workings of one of the most innovative entertainment platforms in the world. Whether your passion lies in deepening your expertise in technical writing, expanding into content strategy leadership, or exploring adjacent areas such as UX research or product design, arenaflex provides the resources, trust, and environment to help you realize your full potential.

Work Environment and Culture at arenaflex

arenaflex is renowned for its unique and high-performance culture, built on the principles of candor, innovation, and personal autonomy. We hire talented, mature, and mission-driven individuals and empower them to make decisions that shape the business. Our remote-friendly work environment allows you to do your best work from wherever you thrive, supported by inclusive leaders and a global team that values diversity of thought, background, and perspective. We believe that great teams are built through trust, transparency, and a shared commitment to excellence. At arenaflex, you will be surrounded by some of the brightest minds in the industry, all working together to create extraordinary experiences for our members.

Compensation Philosophy

Generally, our compensation structure consists solely of an annual salary; we do not have traditional bonuses. Each year, you have the flexibility to choose how you want your compensation allocated between salary and stock options, allowing you to align your rewards with your personal financial goals. To determine your personal top-of-market compensation, we consider your specific job family, background, skills, and experience in relation to market indicators. The range for this role is $150,000 to $250,000.

Comprehensive Benefits

arenaflex provides a robust and inclusive benefits package designed to support your health, well-being, and financial future. Our offerings include:

• Comprehensive health plans for you and your family
• Mental health support resources and programs
• 401(k) retirement plan with generous employer match
• Stock option program to share in arenaflex's long-term success
• Disability insurance programs
• Health savings and flexible spending accounts
• Family-forming benefits to support your journey to parenthood
• Life and serious injury income protection benefits
• Generous paid leave of absence programs
• Flexible time off for full-time salaried employees
• Generous paid time off accrual for full-time hourly employees, with 35 days annually for vacation, holidays, and sick leave

Equal Opportunity and Inclusion

arenaflex is an equal-opportunity employer that celebrates diversity in all its forms. We recognize that diversity of thought and background builds stronger teams, drives better decision-making, and fuels innovation. We approach diversity and inclusion seriously and thoughtfully, and 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 are committed to fostering an environment where every team member can bring their authentic self to work and thrive.

How to Apply

If you are a technically fluent writer and editor who is passionate about crafting exceptional support experiences for a global audience, we invite you to join us at arenaflex. This is your opportunity to bring your craft, curiosity, and vision to a team that is redefining what customer service can be. Bring your best ideas, your sharpest questions, and your commitment to excellence. Help us build the future of member support at arenaflex, and together, let us create experiences that truly make a difference. Apply today and become part of something extraordinary.