Senior Technical Content Designer & Knowledge Management Lead – Championing Customer Service Excellence, Global Support Enablement, and Knowledge Strategy at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re more than a streaming platform; we’re a global community that believes every interaction should feel personal, clear, and empowering. Our mission is to transform every customer touchpoint into a moment of delight, whether it’s a subscriber troubleshooting playback, navigating billing, or discovering new content. To achieve this, we need storytellers who can translate complex technology into simple, actionable knowledge that our support teams can use to help millions of users every day.

About brighthush

Founded on the belief that stories should be accessible to everyone, brighthush has grown from a niche streaming service to a worldwide entertainment powerhouse. With over 70 million active subscribers across 150 countries, we deliver a vast library of movies, series, documentaries, and original productions. Our platform is built on cutting‑edge cloud infrastructure, AI‑driven recommendation engines, and a robust content delivery network that guarantees seamless viewing experiences.

Our culture is rooted in curiosity, collaboration, and a relentless focus on customer delight. We empower our teams to experiment, iterate, and innovate, ensuring that every product decision is guided by data, empathy, and a deep understanding of our audience.

Why This Role Is a Game‑Changer

Customer service is the heartbeat of any consumer‑facing business. The first person a subscriber speaks to can make or break their perception of the brand. As a Senior Technical Content Designer, you will be the architect of the knowledge that powers our agents, ensuring they have the right tools, the right information, and the right confidence to resolve issues quickly and with empathy. Your work will directly influence customer satisfaction scores, reduce churn, and elevate the overall brand experience.

In a world where support interactions are increasingly digital, the quality of your content can be the difference between a frustrated user and a loyal advocate. By crafting clear, concise, and engaging knowledge assets, you’ll help our support teams deliver consistent, high‑quality service that keeps subscribers coming back.

Key Responsibilities – What You’ll Do Every Day

• Content Creation & Continuous Improvement: Design, author, and maintain a wide range of technical documents—including guides, FAQs, troubleshooting playbooks, and knowledge‑base articles—using a blend of written, visual, and interactive formats.
• Cross‑Functional Collaboration: Partner with product managers, engineers, UX designers, data analysts, and support leads to gather accurate, up‑to‑date information and translate it into user‑friendly content.
• Audit & Optimization: Conduct regular content audits, analyze usage metrics, and incorporate frontline feedback to keep every article relevant and effective.
• Research & Trend Analysis: Stay ahead of industry best practices, emerging technologies, and evolving customer pain points to proactively shape content strategy.
• Training & Enablement: Develop quick‑reference guides, micro‑learning modules, and live‑session scripts that help agents master new features and troubleshoot common issues.
• Brand Voice & Tone Stewardship: Ensure all content aligns with brighthush’s brand guidelines, maintaining a consistent, friendly, and professional tone across all channels.
• Metrics & Impact Assessment: Track content usage, agent feedback, and customer satisfaction scores to measure effectiveness and identify improvement opportunities.
• Project Management: Own multiple content projects simultaneously, coordinating with stakeholders across time zones, and delivering on schedule.
• Localization & Globalization: Adapt content for international markets, ensuring cultural relevance, language accuracy, and compliance with local regulations.
• Accessibility & Inclusivity: Apply WCAG guidelines and inclusive design principles to make knowledge assets usable for all users, including those with disabilities.

Essential Qualifications – What We Expect

• Bachelor’s degree in Technical Communication, English, Computer Science, or a related field.
• 5+ years of experience in technical writing, content design, or knowledge management, preferably within a tech or streaming environment.
• Proven track record of creating high‑quality, user‑centric documentation that improves agent performance and customer satisfaction.
• Strong familiarity with content management systems (CMS) and authoring tools such as Confluence, SharePoint, or Adobe FrameMaker.
• Excellent written and verbal communication skills, with the ability to simplify complex technical jargon for non‑technical audiences.
• Experience with data‑driven content strategy, including analytics tools like Google Analytics, Tableau, or similar.
• Demonstrated ability to collaborate with cross‑functional teams and manage stakeholder expectations.
• High attention to detail, organizational skills, and a proactive problem‑solving mindset.
• Experience with agile development methodologies and sprint planning.

Preferred Qualifications & Bonus Skills – What Will Set You Apart

• Experience in the streaming or media industry, with knowledge of video playback, DRM, and subscription billing.
• Proficiency in graphic design tools such as Adobe Creative Suite or Figma to create visual aids and infographics.
• Knowledge of accessibility standards (WCAG) and inclusive design principles.
• Experience with localization and translation workflows for global content.
• Certifications in technical writing or content strategy (e.g., Certified Technical Writer, Content Marketing Institute).
• Familiarity with AI‑powered content generation tools and natural language processing.
• Experience managing a team of writers or content designers.

Core Skills & Competencies – What You’ll Bring to the Table

• Content Design Thinking: Ability to map user journeys, identify knowledge gaps, and design content that solves real problems.
• Technical Fluency: Comfortable working with APIs, debugging logs, and understanding system architecture.
• Storytelling: Craft narratives that engage agents and help them remember key troubleshooting steps.
• Data Literacy: Analyze usage metrics to inform content updates and prioritize high‑impact topics.
• Collaboration & Influence: Build strong relationships with product, engineering, and support teams to gather insights and secure buy‑in.
• Adaptability: Thrive in a fast‑paced environment where priorities shift quickly and new features roll out daily.
• Customer‑Centric Mindset: Keep the subscriber’s experience at the forefront of every content decision.
• Project Leadership: Manage timelines, deliverables, and cross‑team dependencies with precision.
• Continuous Learning: Stay curious, seek feedback, and pursue professional development opportunities.

Career Growth & Learning Opportunities – Your Path Forward

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

• Lead cross‑functional initiatives that shape the future of our knowledge base and support ecosystem.
• Mentor junior writers and content designers, fostering a culture of continuous learning.
• Participate in industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Explore lateral moves into product management, UX research, or content strategy leadership roles.
• Contribute to internal knowledge‑sharing sessions, helping to elevate the entire organization’s content literacy.
• Own a portfolio of high‑impact projects that directly influence customer satisfaction and retention.

Work Environment & Culture at brighthush – Where You’ll Thrive

We’re more than a streaming platform; we’re a community of storytellers, innovators, and problem‑solvers. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels and a flat hierarchy that encourages idea sharing.
• Flexibility: Remote‑first work model with flexible hours to support work‑life balance.
• Collaboration: Regular cross‑team hackathons, brown‑bag sessions, and knowledge‑sharing forums.
• Well‑being: Comprehensive health plans, mental health resources, and wellness programs.
• Innovation Labs: Dedicated spaces for experimentation, prototyping, and rapid iteration.

Compensation, Perks, and Benefits – We Value Your Expertise

While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and expertise. In addition to base pay, you’ll enjoy:

• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance for you and your family.
• Generous paid time off, parental leave, and flexible work arrangements.
• Unlimited learning budget for courses, certifications, and conferences.
• Employee discount on all brighthush services and partner products.
• On‑site wellness amenities (gym, meditation rooms) for those who work from our hubs.
• Annual team retreats and off‑site learning experiences.
• Access to cutting‑edge tools and technologies to support your creative work.

Why Join brighthush? – Make a Tangible Impact

When you join brighthush, you’re not just taking a job—you’re becoming part of a movement that shapes how billions of people experience stories. Your work will directly influence the quality of customer interactions, the speed of issue resolution, and the overall satisfaction of our global subscriber base. You’ll collaborate with some of the brightest minds in technology, design, and customer experience, all while enjoying a supportive, inclusive, and growth‑oriented environment.

Ready to Apply? – Take the Next Step

We’re excited to meet creative, detail‑oriented, and customer‑focused professionals who are ready to make a tangible impact. If you’re passionate about turning complex technical information into clear, actionable knowledge that empowers people, we want to hear from you.

Submit your resume, portfolio, and a brief cover letter explaining why you’re the perfect fit for this role. We look forward to exploring how your expertise can help us continue to delight our subscribers worldwide.

Apply now and become a key player in the future of customer service excellence at brighthush!