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Content Strategist

Whatnot Full-Time  Los Angeles, California, United States 27 Jun 2022

Job Description

The content strategist will be the first content professional to join the team and help them improve content, define strategy, and optimize the support experience by improving content effectiveness.

Whatnot (YC W20) is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re one of YC’s top companies and one of the fastest growing marketplaces ever. We’re laser focused on creating an exceptional software company, team, and place to work. You can read our principles here.

Our mission: enable anyone to turn their passion into a business and bring people together through commerce. We’re building the future of ecommerce; an interactive community where creators can make a living off their passion.

Did we mention we’re high growth? In January 2021, Whatnot had 10 ambitious employees. Today, the Whatnot team is 120+ employees and will exceed 300 by year end. We’re hiring forward thinking problem solvers across all functional areas. We recruit thoughtfully, can adapt quickly, and are scaling fully remotely.

Opportunity Size

The ecommerce experience has been static for 20+ years and is one of the largest opportunities for disruption in the startup space today. Livestream shopping is a $170B GMV market in China and has grown 100% YoY. Retail is a $5T market opportunity!

About the Marketplace Operations Team

The Marketplace Operations Team is the engine that enables us to deliver an amazing experience to our customers. We deliver extraordinary support to our sellers and buyers, ensure the trust & safety of the platform, optimize our fulfillment logistics, and drive continuous improvement in everything we do.

Role

The Content Strategist will be our first content professional to join our team and help us improve our content, define our strategy, and optimize our support experience through improving content effectiveness. You will manage our Help Center, internal Knowledge Base, and scaled support content. You are a strong writer and editor with experience in digital content management, content strategy, project management, and data-informed decision making.

You should also have an eye for improving user experience and the ability to manage sophisticated, cross-functional projects with proven critical thinking skills.

This is a dynamic position and an opportunity to be part of a growing team.

  • Convert complicated product and policy concepts into simple, jargon-free language using Whatnot’s voice
  • Collaborate with product, marketing, operations and legal teams to create content for product launches
  • Work with the operations teams to write clear, conscientious support messaging
  • Make data-driven decisions to improve Whatnot’s support experiences and troubleshoot known issues
  • Manage multiple projects simultaneously while maintaining close attention to detail and meeting tight, frequently changing deadlines
  • Undertake hands-on research to obtain often technical content from subject matter experts and engineers, translating it into clear, concise, structured documentation

You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

  • 3+ years of professional content writing experience
  • 2+ year(s) experience in one or more of these areas: help and support content, content management systems and workflows, editorial quality assurance, online operations at a tech company, technical writing for a software product
  • Project management experience, with the ability to work through ambiguity and manage competing priorities
  • Experience defining, tracking, and reporting on content metrics, and the ability to communicate this effectively to the team. Knowledgeable in data-driven analysis
  • Deep understanding and demonstrated experience writing/improving content in a fast-paced digital environment
  • Experience with content design, information-architecture concepts, and CX content best-practices
  • Experience with Customer Support content or other direct-to-consumer digital content strategies
  • Experience working within multiple Content Management and Knowledge Management Systems

Benefits

  • Competitive base salary and stock options
  • Unlimited Vacation Policy and No Meeting Holidays
  • Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability
  • Whatnot covers 99% of employee premium costs, and 75% of dependent care premiums for Medical
  • Dental and Vision sponsored 100% by Whatnot for employees and dependents
  • Work From Home Support
  • Laptop provided by Whatnot and home office setup allowance
  • $450 work-from-anywhere quarterly allowance for cell phone, internet, or co-working space
  • Up to $500 monthly to spend within Whatnot App
  • Care benefits
  • $1,350 quarterly allowance on food
  • $1,500 quarterly allowance for wellness
  • Paid Parental Leave
  • $20,000 for family planning, such as adoption or fertility expenses
  • During the COVID-19 Pandemic, Whatnot provides a $20,000 annual allowance towards Nannies, Daycare, and Caregiving support.

EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law.

We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

https://boards.greenhouse.io/whatnot/jobs/4560111004

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