Senior Technical Content Designer – Customer Service Excellence & Knowledge Management at brighthush

About brighthush

At brighthush, we’re redefining how people experience digital entertainment. Our mission is to bring stories to life across the globe, ensuring every subscriber enjoys seamless, personalized, and unforgettable moments. With a culture rooted in creativity, curiosity, and collaboration, we empower our teams to push boundaries and deliver world‑class service. As a rapidly growing, customer‑centric organization, we’re looking for passionate individuals who thrive on solving complex problems and turning technical knowledge into engaging, actionable content.

Why Join brighthush?

When you become part of brighthush, you’ll join a community that celebrates diversity, encourages innovation, and rewards excellence. We offer:

• Competitive salary and comprehensive benefits package
• Unlimited learning and development opportunities, including internal workshops, mentorship, and access to industry conferences
• Flexible work arrangements and a supportive remote‑first environment
• Employee wellness programs, including mental health resources, fitness stipends, and on‑site wellness rooms
• Annual company retreats, hackathons, and community service days that foster teamwork and personal growth

Position Overview

As a Senior Technical Content Designer on our Customer Service team, you will be the bridge between our engineering, product, and support functions. Your primary responsibility is to create, refine, and maintain high‑quality technical documentation that empowers customer service representatives to resolve subscriber issues quickly and accurately. You will translate complex technical concepts into clear, concise, and engaging content that aligns with brighthush’s brand voice and tone.

Key Responsibilities

• Develop and maintain a comprehensive knowledge base, troubleshooting guides, and internal playbooks for customer service agents.
• Collaborate with product managers, engineers, and UX designers to gather accurate, up‑to‑date information on new features, bug fixes, and platform updates.
• Design visually appealing, user‑friendly content using tools such as Adobe InDesign, Confluence, and markdown editors.
• Conduct regular audits of existing documentation, identify gaps, and implement improvements to ensure relevance and clarity.
• Translate technical jargon into plain language that non‑technical audiences can easily understand.
• Gather and analyze customer feedback, agent insights, and support metrics to refine content and enhance the overall customer experience.
• Train and onboard new customer service representatives on technical content, best practices, and brand guidelines.
• Maintain consistency with brighthush’s brand voice, tone, and style guidelines across all documentation.
• Lead cross‑functional workshops to align documentation goals with product roadmaps and service objectives.
• Adhere to project timelines, deliver high‑quality content on schedule, and manage multiple concurrent projects.

Essential Qualifications

• Bachelor’s degree in Technical Communication, Information Design, Computer Science, or a related field.
• 5+ years of experience in technical writing, content design, or knowledge management, preferably in a SaaS or streaming media environment.
• Proven track record of creating clear, concise, and engaging documentation for both internal and external audiences.
• Strong understanding of content strategy, information architecture, and user experience principles.
• Proficiency with documentation tools (e.g., Confluence, Markdown, Adobe Creative Suite) and content management systems.
• Excellent written and verbal communication skills, with an eye for detail and a passion for storytelling.
• Experience working in an Agile environment, collaborating with cross‑functional teams.
• Ability to analyze data, derive insights, and iterate on content based on metrics and feedback.
• Strong project management skills and the ability to juggle multiple priorities.

Preferred Qualifications

• Experience with customer support platforms such as Zendesk, Freshdesk, or Intercom.
• Knowledge of video streaming technology, CDN architecture, and media delivery pipelines.
• Familiarity with accessibility standards (WCAG) and inclusive design practices.
• Experience creating interactive help centers, chatbots, or AI‑powered knowledge assistants.
• Background in UX research or usability testing.
• Multilingual documentation experience or fluency in additional languages.

Core Skills & Competencies

• Technical Proficiency: Ability to quickly learn new technologies and translate them into user‑friendly content.
• Customer‑Centric Mindset: Deep empathy for subscribers and a drive to improve their experience through clear communication.
• Collaboration & Influence: Skilled at building relationships across engineering, product, and support teams to gather insights and champion documentation initiatives.
• Analytical Thinking: Comfortable working with data, metrics, and user feedback to inform content decisions.
• Creativity & Storytelling: Ability to craft engaging narratives that simplify complex concepts.
• Adaptability: Thrive in a fast‑paced, evolving environment where priorities shift quickly.
• Attention to Detail: Meticulous editing, proofreading, and quality assurance to maintain high standards.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Senior Technical Content Designer, you’ll have the chance to:

• Lead a growing knowledge‑management team and mentor junior writers.
• Shape the future of our internal and external documentation strategy.
• Collaborate on cross‑departmental initiatives, such as product launches, platform upgrades, and global localization projects.
• Attend industry conferences, workshops, and hackathons to stay ahead of emerging trends in content design and customer experience.
• Earn certifications in technical communication, UX writing, or project management.
• Progress into leadership roles such as Content Strategy Lead, Head of Knowledge Management, or Director of Customer Experience.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings keep everyone aligned.
• Continuous Learning: We invest in skill development through internal courses, external training, and knowledge sharing sessions.
• Flexibility: Remote‑first policy with optional on‑site hubs for collaboration and social events.
• Diversity & Inclusion: We celebrate diverse perspectives and actively promote an inclusive environment.
• Recognition: Regular shout‑outs, peer awards, and performance bonuses celebrate individual and team achievements.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) matching and retirement savings options.
• Paid time off, parental leave, and flexible vacation policies.
• Employee stock purchase plan and equity opportunities.
• Wellness stipend, mental health resources, and on‑site fitness facilities.
• Continuous learning budget and access to industry conferences.

How to Apply

Ready to bring your expertise to brighthush and help shape the future of customer service? Click the link below to submit your application and join our dynamic team.

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brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.