Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise.

Culture at Scribd, Inc.

We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer.

We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location.

So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude.

This posting reflects an approved, open position within the organization.

What You Bring

Attention to detail
High level strategic thinking
Strong writing skills
Experience monitoring and reporting on usability metrics
ZD/general help center experience (organization, administration, and updating)
Strong collaborative spirit in working with other teams (Engineering, product, data, etc.)

What You Will Do

Acting as a customer experience architect, this role designs and optimizes the end-to-end self-service journey—across help center content, automation, support entry points, and tooling—to enable customers to resolve issues quickly, accurately, and independently
Own and implement a long-term strategy for organizing and administering our Help Center, the first place many customers come to for solutions, that ensures that self-service is a core driver of efficiency, quality, and overall customer experience
- Update regularly with new product updates and announcements, as well as working with our EPDA team to update a list of updates for our app based customers
- Apply a consistent brand voice across three separate sections of a Help Center and manage an ever changing corpus of customer macros
- Tracking and reporting on the effectiveness of our Help Center by measuring specific KPIs related to its performance (ex. Page visits, ratings, etc.), as well as ensuring content is consistently served in searches (SEO and AEO)
Partner with our internal teams to align on customer facing language among both our Help Center, our self-service options (chatbot and email), as well as devising customer macros deployed by our BPO agents to ensure a consistent customer experience at every touch point
Manage our monthly content-management tasks, such as translations, making sure that our Help Center is open and accessible to customers in all our global markets
Attend regular strategy meetings for upcoming product launches, partnering and providing solutions for the best methods of disseminating useful information to both our internal BPO teams and customers to influence decision-making at the team and department level, advocate for customer-centric solutions, and ensure that self-service is a core driver of efficiency, quality, and overall customer experience.
Distill and disseminate project updates to your partners on the Support Operations/Customer Operations team and maintain good Jira hygiene by monitoring status of tasks, updating comments and progress, and creating new tasks/sub-tasks as projects evolve
Reduce support volume through smarter self service
Leverage AI tools to streamline and scale content creation, transforming long-form resources into concise, actionable guidance across all customer touchpoints.

Qualifications

Must have:

Have experience successfully collaborating and leading cross-functional internal teams to achieve shared content goals.
Exhibit a proven ability to manage multiple complex projects and diverse stakeholders within a fast-paced, deadline-driven environment.
Bachelor’s degree in Marketing, Communications, Journalism, or related field OR 3+ years equivalent experience in managing customer facing help centers and applying brand voice
Demonstrate exceptional writing, editing, and storytelling proficiency across diverse formats, from long-form narratives to concise digital content

Nice To Have

Prior knowledge and experience working with our core tools (G-Suite, Zendesk/Zendesk Knowledge, Forethought, Leafworks, Maestro, Swifteq, Atlassian/Jira/Confleunce)
Prior project management experience
Prior experience with technical writing and digesting engineering documents

At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States.

In the state of California, the reasonably expected salary range is between $73,000 [minimum salary in our lowest geographic market within California] to $107,000 [maximum salary in our highest geographic market within California].

In the United States, outside of California, the reasonably expected salary range is between $60,000 [minimum salary in our lowest US geographic market outside of California] to $101,000 [maximum salary in our highest US geographic market outside of California].

In Canada, the reasonably expected salary range is between $76,000 CAD[minimum salary in our lowest geographic market] to $95,000 CAD[maximum salary in our highest geographic market].

We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package.

Working at Scribd, Inc.

Are you currently based in a location where Scribd, Inc. can employ you?

Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance:

United States

Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C.

Canada

Ottawa | Toronto | Vancouver

Mexico

Mexico City

Benefits At Scribd, Inc.

Scribd Flex (flexible work model)
Comprehensive health, dental, and vision coverage
Mental health support and disability coverage
Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals
Paid parental leave and family support benefits
Retirement matching and employee equity
Learning and development programs and professional growth opportunities
Wellness and home office stipends
Complimentary access to the Scribd, Inc. suite of products
Enterprise access to leading AI tools

Get to Know Scribd, Inc.

About Scribd, Inc.

Life at Scribd, Inc.

We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.

Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.

Scribd, Inc.

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