Senior Technical Content Designer – Customer Service Excellence, Knowledge Management & UX Writing Lead – Driving Seamless, Data‑Driven Support Experiences at brighthush

About brighthush

brighthush is more than a name in the digital entertainment arena; it’s a global movement that redefines how stories are told, experienced, and shared. With a portfolio that spans blockbuster films, binge‑worthy series, and immersive interactive content, we empower millions of subscribers to connect with narratives that resonate on a personal level. Our core belief is simple: every viewer deserves a seamless, personalized, and unforgettable journey, and that begins with the clarity of the information we provide.

Founded on creativity, curiosity, and collaboration, brighthush has evolved into a customer‑centric powerhouse that thrives on solving complex problems and turning technical knowledge into engaging, actionable content. Whether you’re a seasoned engineer, a product visionary, or a frontline support agent, you’ll find a culture that celebrates bold ideas, rewards excellence, and encourages continuous learning.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role – you’re stepping into a community that values diversity, fosters innovation, and rewards impact. Here’s what makes us stand out:

• Competitive Compensation: A base salary that reflects your expertise, paired with performance‑based bonuses that recognize your contributions.
• Unlimited Learning & Development: Internal workshops, mentorship programs, and access to industry conferences keep you at the forefront of content design and customer experience.
• Flexible Work Arrangements: A remote‑first environment that supports work‑life balance, with optional on‑site hubs for collaboration and social events.
• Wellness & Mental Health: Comprehensive wellness programs, mental health resources, fitness stipends, and on‑site wellness rooms help you stay healthy, both physically and mentally.
• Team‑Building & Culture: Annual retreats, hackathons, community service days, and peer recognition programs create a vibrant, supportive atmosphere.

Position Overview

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

In this role, you will:

• Lead the creation of a comprehensive knowledge base, troubleshooting guides, and internal playbooks.
• Collaborate with cross‑functional teams to capture 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, 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.

Key Responsibilities

• Knowledge Base Development: Build and maintain a living knowledge base that evolves with product changes and user needs.
• Content Strategy & Governance: Define and enforce content standards, templates, and workflows to ensure consistency and quality.
• UX‑Focused Writing: Apply UX writing principles to create micro‑copy, error messages, and help content that feels natural and helpful.
• Data‑Driven Iteration: Use analytics, support tickets, and user testing to identify content gaps and prioritize updates.
• Stakeholder Collaboration: Partner with product managers, engineers, and UX designers to capture accurate technical details.
• Training & Enablement: Develop onboarding materials and workshops that equip new hires with the knowledge they need to succeed.
• Accessibility & Inclusivity: Ensure all content meets WCAG standards and reflects inclusive design practices.
• Innovation & Experimentation: Explore new formats such as interactive help centers, chatbots, and AI‑powered knowledge assistants.
• Project Management: Own timelines, deliverables, and cross‑team dependencies to keep projects on track.

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 a comprehensive package that supports your professional and personal well‑being:

• 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? We’re excited to hear from you. Please submit your resume, a cover letter that highlights your most relevant experience, and any portfolio samples that showcase your technical writing or content design work.

Click the link below to submit your application and join our dynamic team.

Apply to this Job

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.