Thumbtack may 2014 - present
Editor, writer, and manager (of 7 direct reports) with a focus on:
Editor, writer, and manager (of 7 direct reports) with a focus on:
- Help articles
- Emails
- Internal knowledge process and policy
- Talking points and scripts
- Chat templates
- Video scripts (1-2 minute product feature videos)
- Community Q&A responses
Work samples. The product can feel complex to pros and customers so we focus on clarity and comprehension. The writing should feel casual and encouraging, and instructions should be brief and scannable.
Help center navigation and layout. We work with the creative team and the systems/infrastructure team to share our design wishlist for the help center, establish business requirements, and discuss feasibility.
We've worked on one public help center platform migration (moving from Zendesk to Salesforce), three help center improvement projects, and one rebranding effort (switching to new brand guidelines).
We've worked on one public help center platform migration (moving from Zendesk to Salesforce), three help center improvement projects, and one rebranding effort (switching to new brand guidelines).
Self-service improvements and processes. Based on help article comments, it was clear we could improve the reactivation experience by creating a flow in the help center. This flow was launched in Q2 2019.