Knowledge Base Strategist for Player Experience (Team Lead level) at Keywords Studios

Role Summary

The Content Strategist for Player Experience is responsible for optimizing Help Center content to enhance user experience and increase self-service success. By leveraging data insights and player feedback, this role ensures support articles are accurate, accessible, and effective. Key tasks include analyzing content performance, identifying gaps, creating and editing FAQs, collaborating with stakeholders, and maintaining content systems to empower players in resolving issues independently.

Key Responsibilities:

Analyze Content Performance:

• Monitor and interpret key metrics (e.g., page views, bounce rates, search queries) to assess the effectiveness of Help Center articles and identify areas for improvement.

Identify and Address Content Gaps:

• Use data and player feedback to pinpoint missing or unclear information, ensuring comprehensive coverage of player needs.

Edit and Create FAQs:

• Draft, edit, and maintain high-quality FAQ articles, aligning with the overall FAQ strategy and collaborating closely with Player Engagement (PE) leads.

Collaborate with Stakeholders:

• Work with PE leads and other relevant teams to ensure content accuracy, consistency, and alignment with player support goals.

Optimize User Experience:

• Ensure all Help Center content is easy to find, understand, and use, with a focus on accessibility and player empowerment.

Reporting and Presentation:

• Prepare regular reports on content performance and present actionable insights and recommendations to stakeholders.

Maintain Content Management Systems:

• Utilize CMS (Sprinklr or HS) and analytics tools to manage, update, and track Help Center content efficiently.

Experience

• 2 to 4 years experience in content strategy, technical writing, knowledge base management, or instructional design.
• Experience working with Help Centers, FAQs, or Knowledge Base platforms is a strong plus.
• Background in gaming, customer support, player experience, instructional design or UX writing is advantageous.

Nice to Have

• Strong analytical and presentation skills; able to translate content performance data into actionable insights for stakeholders.
• Familiarity with analytics tools (e.g., Google Analytics, CMS dashboards).

Skills

• Strong writing and editing skills with a focus on user experience.
• Proficiency in content management systems (e.g., Sprinklr, Helpshift, etc.).
• Ability to interpret user behavior data (bounce rates, search queries, page views).
• Excellent collaboration and stakeholder management skills.

Tools & Platforms

• Experience with tools like: CRMs, Sprinklr, Helpshift, etc.
• Documentation: Google Workspace

Soft Skills

• Detail-oriented and organized
• Analytical mindset with a user-first approach
• Strong communication and presentation skills
• Able to collaborate effectively with cross-functional teams

Education

• Bachelor’s degree in a relevant field is preferred
• Alternatively, undergraduates with at least 2 years of experience in a similar content strategy, player experience, or instructional design role may also be considered.