Dropbox
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Chatbot Content Strategist (Location Flexible)

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Role Description

At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.

The mission of the CX Scaled Success team is to design and deliver seamless support experiences to empower our customers’ success at scale. As a member of our content team, you’ll fill a key new role in designing and developing a unified chatbot experience. We’re looking for a talented content strategist who can use content-first principles and design thinking methodology to proactively drive conversational enhancements across CX, marketing, and sales flows. You’ll have the ability to drive content strategy for the chatbot as it’s being developed from the ground up. You will partner with cross-functional stakeholders to drive improvements to chatbot effectiveness. You’ll be tasked with creating a long-term roadmap to support the full customer journey while actively growing our content inventory. You’ll use KPIs and other data points to report on content effectiveness and seek out areas of opportunity. 

Responsibilities

  • Define end-to-end conversational design enhancements across CX, marketing and sales workflows
  • Develop use cases for messaging frameworks that support the full customer lifecycle
  • Review the current state of our chatbot copy to define interdependencies and areas of opportunity
  • Conduct ongoing user testing and competitive research to recommend feature improvements
  • Redefine the chatbot’s personality, voice, and tone in accordance with brand guidelines
  • Work closely with cross-functional stakeholders to develop a long-term roadmap for deliverables
  • Report on content effectiveness using KPIs and other data points
  • Deliver content under tight deadlines while actively growing our content inventory

Requirements

  • 5+ years of experience in a content strategy, content design, UX design, or conversational design role
  • Bachelor’s degree (or equivalent work experience) in Mass Communications, Technical Writing, HCI, or Linguistics
  • Exceptional written, oral, and presentation skills
  • Experience conducting user testing
  • Experience delivering detailed copy decks including alternative paths and edge cases
  • A portfolio of previous work that shows their understanding of how a content-first approach drives an end-to-end experience
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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Dropbox Perks + Benefits

Dropbox Benefits Overview

Essentials: Our essential U.S. benefits include medical, dental, and vision plans, retirement planning and 401k programs, life and disability coverage, and coaching and therapy options offered through Modern Health. Across the globe, we provide financial and wellness benefits in the context of what is relevant and beneficial locally.

Revitalizers: Press the reset button with benefits that help you unplug and restore, such as generous PTO with extended breaks to recharge and full free access to the Peloton Corporate Wellness Program.

Enlightened work: We’ve implemented a handful of policies that make your Virtual First work day work for you, including Core Collaboration Hours, business travel benefits, technology subsidies, access to On-Demand work spaces at no cost to employees, and more.

You and yours: No matter what your family structure looks like, you can support your loved ones with paid parental leave, family leave, lactation consultation options, adult and child care resources, and our global adoption/surrogacy policy.

The whole Dropboxer: Benefits to better serve yourself and your community through access to legal services, paid volunteer time off, exclusive discounts with partnered companies, military leave, and a quarterly allowance given to Dropboxers to use on what really matters to them.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
Paid sick days
Flexible time off
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training
Apprenticeship programs

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

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