Senior Technical Content Designer – Global Knowledge Management & Customer Support Excellence – Architecting brighthush’s Worldwide Support Success

About brighthush

brighthush is not just a streaming platform; it is a global narrative ecosystem that redefines how stories are discovered, shared, and cherished. With a presence in more than 200 countries and a subscriber base that spans every continent, brighthush delivers millions of hours of film, series, documentaries, and interactive experiences through cutting‑edge technology and an unwavering focus on user delight. Our mission is simple yet powerful: to bring people together through stories that resonate, inspire, and transform.

At the heart of that mission lies a belief that the best stories are told when people feel understood, supported, and empowered. That philosophy extends beyond the screen and into every touchpoint with our audience. Our Customer Service division is the pulse of the subscriber journey, turning routine interactions into memorable moments of trust and satisfaction. As a Senior Technical Content Designer, you will be the architect of the knowledge that fuels our support agents, ensuring they can resolve issues swiftly, accurately, and with empathy. Your work will directly influence the experience of millions of subscribers, making every interaction a testament to brighthush’s commitment to excellence.

Why Join brighthush?

When you join brighthush, you become part of a culture that thrives on curiosity, innovation, and collaboration. Here’s what sets us apart:

• Creative Freedom: Work with a diverse, passionate team that encourages experimentation and rewards bold ideas.
• Global Impact: Your contributions will touch audiences worldwide, shaping the future of entertainment and customer experience.
• Flexible Work Environment: Remote‑first policies, flexible schedules, and a focus on work‑life balance empower you to perform at your best.
• Continuous Learning: Access to industry conferences, internal workshops, mentorship programs, and a curated learning library keeps you ahead of the curve.
• Inclusive Culture: Diversity, equity, and inclusion are not buzzwords—they’re the foundation of our decision‑making and innovation.

Position Overview

We are seeking a seasoned Senior Technical Content Designer to lead the creation, refinement, and maintenance of the technical knowledge base that empowers our global support teams. In this role, you will translate complex product updates, system changes, and troubleshooting steps into clear, concise, and engaging content that is accessible to both agents and the broader organization.

You will collaborate closely with Product, Engineering, Customer Experience, and Localization teams to ensure that every piece of content is accurate, up‑to‑date, and aligned with brighthush’s brand voice and accessibility standards. Your influence will shape the way our support agents interact with customers, directly impacting satisfaction scores and operational efficiency.

Key Responsibilities

• Lead the design and execution of a comprehensive library of technical content, including troubleshooting guides, FAQ documents, agent training modules, and self‑service resources.
• Partner with cross‑functional stakeholders to gather and validate information on new features, bug fixes, and system updates.
• Translate technical jargon into plain language that is easily understood by non‑technical agents, ensuring clarity and usability.
• Create visually engaging content using Adobe Creative Suite, Figma, or similar tools, maintaining consistency with brighthush’s brand guidelines.
• Conduct regular audits of existing content to identify gaps, redundancies, and opportunities for improvement.
• Establish a continuous feedback loop with frontline agents, incorporating their insights to refine content and enhance usability.
• Ensure all content meets accessibility standards (WCAG 2.1 AA) and is available in multiple languages where required.
• Track and analyze content performance metrics—such as usage frequency, agent success rates, and customer satisfaction scores—to inform future updates.
• Develop and deliver onboarding and training sessions for new support agents on the latest technical content and knowledge base navigation.
• Serve as the subject matter expert for technical documentation, providing guidance to cross‑functional teams on best practices and standards.
• Mentor junior content designers and writers, fostering a culture of continuous improvement and professional growth.
• Champion the adoption of new tools, processes, and methodologies that enhance the efficiency and quality of content creation.

Essential Qualifications

• Bachelor’s degree in Technical Communication, Information Design, Computer Science, or a related field.
• Minimum of 5 years of experience in technical writing, content design, or knowledge management within a tech‑centric environment.
• Proven track record of creating user‑friendly documentation for non‑technical audiences, with a portfolio of samples.
• Deep understanding of customer support workflows, agent pain points, and the metrics that drive success.
• Exceptional written and verbal communication skills, with a meticulous eye for detail and consistency.
• Proficiency in content authoring tools such as Confluence, SharePoint, Markdown, and design software including Adobe Illustrator and Figma.
• Experience with content management systems (CMS) and version control practices (e.g., Git).
• Strong analytical skills, with the ability to interpret data and translate insights into actionable content improvements.
• Self‑motivated, collaborative, and comfortable navigating a fast‑paced, cross‑functional environment.

Preferred Qualifications

• Experience working in a large, global streaming or SaaS company.
• Knowledge of accessibility standards (WCAG) and inclusive design principles.
• Familiarity with agile development methodologies, sprint planning, and iterative release cycles.
• Multilingual content creation or translation experience, with fluency in at least one additional language.
• Certifications in Technical Writing, UX Writing, Information Architecture, or related disciplines.

Core Skills & Competencies

• Content Strategy: Ability to align content initiatives with business goals and user journeys.
• Information Architecture: Organize complex data into intuitive, user‑friendly structures.
• UX Writing: Craft microcopy that enhances user experience and reduces friction.
• Data‑Driven Decision Making: Use analytics to identify content gaps, measure impact, and drive continuous improvement.
• Collaboration & Influence: Work effectively with Product, Engineering, Customer Success, and Localization teams.
• Adaptability: Thrive in a dynamic environment with frequent product updates and evolving priorities.
• Attention to Detail: Ensure accuracy, consistency, and brand alignment across all content.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your interests, performance, and the evolving needs of the organization. As a Senior Technical Content Designer, you can:

• Progress to a Lead Content Designer or Content Strategy Manager role, overseeing a larger team and broader initiatives.
• Transition into Product Management or UX Research, leveraging your deep understanding of user needs and content strategy.
• Take on cross‑functional projects that influence product design, customer experience, and global support operations.
• Participate in internal hackathons, innovation labs, and knowledge‑sharing sessions to stay ahead of industry trends.
• Access a curated learning library, including courses on advanced technical writing, data analytics, design thinking, and emerging technologies.
• Earn certifications and attend industry conferences, with support from brighthush’s professional development stipend.

Work Environment & Culture at brighthush

Our culture is built on the following pillars:

• Customer Obsession: Every decision is guided by the goal of delivering the best experience for our subscribers.
• Innovation: We encourage experimentation and reward bold ideas that push the boundaries of storytelling and technology.
• Diversity & Inclusion: Diverse perspectives drive creativity and better solutions.
• Transparency: Open communication and shared knowledge are the pillars of our success.
• Work‑Life Balance: Flexible schedules, remote work options, and wellness programs help our teams thrive.
• Community & Collaboration: Regular cross‑team meetups, virtual coffee chats, and collaborative tools foster a sense of belonging.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates and individual qualifications.
• Performance‑based bonuses and equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible vacation policies.
• Retirement savings plan with company match.
• Professional development stipend and access to industry conferences.
• Wellness initiatives, including virtual fitness classes, mental health resources, and mindfulness programs.
• Employee assistance programs and a supportive HR team dedicated to your well‑being.

How to Apply

If you are passionate about turning complex technical information into clear, actionable knowledge that empowers people, we want to hear from you. Please submit the following:

• Your resume, highlighting relevant experience and achievements.
• A cover letter that explains why you’re the ideal fit for this role and how your background aligns with brighthush’s mission.
• Samples of your technical content or design work (e.g., documentation, knowledge base articles, microcopy, or visual assets).

Applications will be reviewed on a rolling basis. We look forward to exploring how your expertise can help shape the future of customer experience at brighthush.

Join brighthush and Shape the Future of Customer Experience

At brighthush, you’ll be part of a team that values creativity, collaboration, and a relentless focus on the customer. Your work will directly impact the satisfaction of millions of subscribers worldwide, ensuring that every interaction is smooth, helpful, and memorable. Take the next step in your career—apply today and help us build the most trusted support experience in the industry.