Senior Technical Content Designer – Global Knowledge Management & Customer Support Excellence – Architecting brighthush’s Worldwide Support Knowledge Base for Seamless Agent Enablement

About brighthush

brighthush is more than a streaming platform; it is a global narrative ecosystem that redefines how stories are discovered, shared, and cherished. With a presence in over 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.

Why brighthush is a Game‑Changer

In an era where content is abundant, the real differentiator is experience. At brighthush, we believe that the best stories are told when people feel understood, supported, and empowered. This 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. We are building a future where every support agent can resolve issues swiftly, accurately, and with empathy—thanks to a knowledge base that is as dynamic and engaging as the content we deliver.

Role Overview

As a Senior Technical Content Designer at brighthush, you will be the architect of the knowledge that fuels our support agents worldwide. You will collaborate with product, engineering, and customer experience teams to design, develop, and continuously improve a global knowledge base that is intuitive, searchable, and scalable. Your work will directly influence the experience of millions of subscribers and the efficiency of our support workforce.

Key Responsibilities

• Knowledge Architecture & Design – Create a modular, taxonomy‑driven structure that supports multiple languages, regions, and support channels.
• Content Strategy & Governance – Define editorial standards, style guides, and governance processes to ensure consistency across all knowledge artifacts.
• Cross‑Functional Collaboration – Partner with product managers, UX researchers, and engineering to align knowledge content with product roadmaps and user journeys.
• Data‑Driven Optimization – Leverage analytics, search logs, and agent feedback to identify gaps, prioritize updates, and measure impact.
• Rapid Iteration & Deployment – Use agile methodologies to deliver content increments on a bi‑weekly cadence, ensuring the knowledge base evolves with the product.
• Mentorship & Leadership – Guide junior content designers, conduct workshops, and champion best practices across the organization.
• Quality Assurance – Implement rigorous QA processes, including peer reviews, automated checks, and user testing, to maintain high content quality.
• Innovation & Thought Leadership – Explore emerging technologies such as AI‑driven content generation, conversational UI, and knowledge graph integration to keep brighthush at the forefront of support excellence.

Essential Qualifications

• Bachelor’s degree in Information Architecture, Technical Communication, Computer Science, or a related field.
• 7+ years of experience in technical content design, knowledge management, or information architecture, preferably in a high‑growth tech or media environment.
• Proven track record of designing and scaling enterprise‑grade knowledge bases for global audiences.
• Deep understanding of search engine optimization (SEO) principles, content discoverability, and user intent.
• Experience with content management systems (CMS) such as Confluence, Atlassian, or custom platforms, and familiarity with version control tools.
• Strong analytical skills: ability to interpret usage data, conduct A/B tests, and translate insights into actionable improvements.
• Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
• Demonstrated ability to lead cross‑functional teams and influence stakeholders at all levels.

Preferred Qualifications

• Experience with AI‑powered content creation tools (e.g., GPT‑based assistants, semantic search engines).
• Knowledge of accessibility standards (WCAG) and inclusive design principles.
• Background in UX research or usability testing.
• Familiarity with data visualization tools (Tableau, Power BI) for reporting content performance.
• Experience in the media, entertainment, or streaming industry.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate business goals into content strategy.
• Technical Proficiency – Comfortable with markup languages (HTML, Markdown), scripting (Python, JavaScript), and API integrations.
• Project Management – Skilled in agile frameworks, backlog grooming, and sprint planning.
• Collaboration & Influence – Strong interpersonal skills to work effectively with product, engineering, and customer success teams.
• Attention to Detail – Commitment to accuracy, consistency, and quality across all content artifacts.
• Adaptability – Thrive in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders in product, engineering, and customer experience.
• Annual learning budget for courses, certifications, and conferences.
• Internal knowledge sharing sessions and hackathons to experiment with new ideas.
• Clear career pathways: from Senior Technical Content Designer to Lead Content Architect, Head of Knowledge Management, or Director of Customer Experience.

Work Environment & Culture

brighthush fosters a culture of innovation, empathy, and collaboration. Our remote‑first model empowers teams across time zones to work together seamlessly. We celebrate diversity, encourage open dialogue, and reward creativity. Every team member is invited to shape the future of storytelling and support excellence.

Compensation & Perks

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness programs, mental health resources, and employee assistance programs.
• Access to brighthush’s streaming library and exclusive content previews.

How to Apply

If you are passionate about building world‑class knowledge systems that empower millions of users, we would love to hear from you. Submit your resume, portfolio, and a brief cover letter explaining why you’re the perfect fit for this role.

Ready to shape the future of support at brighthush? and join a team that turns stories into unforgettable experiences.